Customer Service Order (CSO) Technician

Tyto Athene, LLC•Baltimore, MD

8d•Hybrid

About The Position

Tyto Athene is searching for a Customer Service Order (CSO) Administrator to provide support for the Social Security Administration (SSA) in Baltimore, MD. This administrative position provides for the management of voice services to SSA and is an integral part of the Tyto Athene service delivery team. The person awarded this position will contribute to Tyto Athene’s outstanding customer service.

Requirements

Must be a US citizen
Candidate needs to have a high school diploma or equivalent.
Basic computer and keyboarding skills required
Microsoft Word, Excel, Outlook (e-mail) & Power Point required
Respond to all E-mail, calls and voicemails daily in a timely manner
Provide exceptional customer service with good speaking and listening skills
Capable of passing an extensive background investigation to obtain Suitability for access into SSA
Ability to successfully handle multiple priorities simultaneously is required
A valid driver’s license or Government provided Identification card is required

Nice To Haves

Additional post high school training or college is desirable
2 to 3 years customer service experience preferred; call center experience preferred, but not required
Ability to work extremely flexible hours and support on-call duties and shift work may be required
Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus
Working knowledge of NetPlus Telephone Management System is a plus
Working knowledge of Voice over Internet Protocol (VoIP) and Softphones is a plus
Working knowledge of Avaya Call Pilot is a plus

Responsibilities

Act as primary interface between SSA telephone coordinators to insure SSA telephone service requirements
Meet SSA telephone coordinators in their respective department locations to survey, suggest, and coordinate telephone service to permit the maximum use of TDM & VoIP voice services
Answer the Telephone Trouble Line; receive trouble reports, open and close trouble tickets. Dispatch technicians for repair tickets
Ability to work from home using home internet access. Home internet access must have a minimum of 100Mbps download speed and 5.9Mbps upload speed, wired Ethernet port and wireless access
Create/Close CSO orders per SSA telephone requests with accurate reporting & data entry into the Telephone Management System (TMS)
Ability to research, report and resolve any discrepancy found within a given task
Provide coverage to the SSA switchboard and transfer calls to appropriate directory listing
Accurate reporting & data entry into Telephone Management System (TMS) of all CSO information
Provide backup coverage to the main switchboard as well as to the CSO writers/schedulers
Other office duties will be assigned as needed