Call Center Service Representative 3 (SCA)

Peraton•San Antonio, TX

56d•$30,000 - $48,000

About The Position

Peraton is seeking Call Center Service Representative. The Call Center Service Representative is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise. First-level support of all inbound calls, generating an Incident for all new issues. Accurately logging, ticketing, and tracking/owning all incidents. Provide accurate, timely, and professional resolution on all supported issues. Provide a high level of professionalism and customer service. Timely, accurate, thorough and professional follow-up on all Incidents. Quickly identify and escalate high-priority issues. Accurately triaging/assigning/escalating tickets per current processes and standards. Efficiently and accurately resolving all assigned Incidents. Identify and document Incident resolution and support knowledge. Timely and accurate completion of all assigned duties. Maintain Dependable attendance and schedule adherence.

Requirements

High School with 2 years experience
Must be US Citizen
Ability to obtain Department of Defense security clearance (ADP II Public Trust)
Strong critical thinking skills that facilitate expedient problem solving
Must be capable of supporting and maintaining proficiency for a wide range of services
The ability to effectively communicate technical matters to a non-technical audience
Strong customer service and communications skills
Must be able to multi-task in a fast-paced environment with shifting priorities
Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)
Familiar with Service Desk support methodology

Nice To Haves

Familiarity with Military Health Systems is preferred
Relevant technical certifications preferred
Familiar with ITIL (certification preferred)

Responsibilities

First-level support of all inbound calls, generating an Incident for all new issues.
Accurately logging, ticketing, and tracking/owning all incidents.
Provide accurate, timely, and professional resolution on all supported issues.
Provide a high level of professionalism and customer service.
Timely, accurate, thorough and professional follow-up on all Incidents.
Quickly identify and escalate high-priority issues.
Accurately triaging/assigning/escalating tickets per current processes and standards.
Efficiently and accurately resolving all assigned Incidents.
Identify and document Incident resolution and support knowledge.
Timely and accurate completion of all assigned duties.
Maintain Dependable attendance and schedule adherence.