Call Center Service Representative

Peraton•Fort Huachuca, AZ

About The Position

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Requirements

HS diploma +2 years of customer service, inside sales and/or help desk experience
Active DoD Secret clearance

Responsibilities

Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
First point of contact for Teir 2 requests that are escalated to the Global Cyber Center
Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)
Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
Route tickets in accordance with documented procedures
Perform quality assurance follow-up with customers/end users
Comply with documented processes and procedures
Monitor group mailboxes and prioritize emails by order of importance
Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
Provide reporting (as needed)
Maintain a professional demeanor with our military, civilian and contractor customers