Customer Service Representative II

Amatriot Group • Annapolis Junction, MD

18h • $50,000 - $65,000

About The Position

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Requirements

• Clearance: TS/SCI CI Poly
• CompTIA Security+ (MUST HAVE 120 days after start date)
• A+ CE (CompTIA) (MUST HAVE 120 days after start date)
• HDI-CSR (Customer Service Representative) (MUST HAVE 120 days after start date)
• HDI-SCD (HDI Support Center Director) (MUST HAVE 120 days after start date)
• HDI-SCA (HDI Support Center Analyst) (MUST HAVE 120 days after start date)
• ITIL Foundation (MUST HAVE 120 days after start date)
• Microsoft Office 365 (MUST HAVE 120 days after start date)
• High School Diploma/ GED + Relevant experience: 3 years + CCC Academy graduate
• Associates Degree + Relevant experience: 1 year + CCC Academy graduate
• Bachelors Degree + Relevant experience: 0 years + CCC Academy graduate
• Masters Degree + Relevant experience: 0 years + CCC Academy graduate
• PhD + Relevant experience: 0 years + CCC Academy graduate

Responsibilities

• Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
• Provides polite and customer friendly service support for problem resolution
• Attempts to resolve as many incidents during the first contact, or at Tier 1.
• Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools
• Possesses current working knowledge of computers, printers, laptops and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED