Customer Service Representative Level II

IronMountain Solutions•Tysons, VA

6h•Remote

About The Position

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland Security. Qualified candidates will possess excellent written and verbal communication skills with a proven ability to deliver comprehensive customer service and updates regarding sensitive information. The candidate should be able to communicate with stakeholders at all levels, have a strong knowledge of "Study In The States", DHS.GOV, and other resources developed to support stakeholders. Proven accuracy and attention to detail as it relates to ticket detail and providing stakeholders with accurate and useful guidance. The ideal candidate must be dependable, have a positive attitude, be a “team player”, be able to multitask, work independently, maintain good records, work well under pressure, and have solid critical thinking skills with the ability to interpret, evaluate, and analyze facts and information that are available, to form a judgment or decision while processing tickets and correction requests.

Requirements

Education: High school diploma required, Bachelor's degree highly preferred.
Experience: Minimum of five (5) years of specialized experience supporting a Call Center or Help Desk environment.
Proven accuracy, attention to detail, and strong organizational abilities.
Ability to multitask and maintain productivity under pressure.
Strong critical-thinking and problem-solving skills.
Positive attitude, dependability, and strong teamwork skills.

Nice To Haves

Certification: HDI Certification is highly preferred but not required.
Experience interacting with a wide range of stakeholders is preferred.

Responsibilities

Receive initial requests for service via telephone, email, social and digital media platforms, including instant messenger (chat).
Document user and stakeholder issues, research and provide correct guidance.
Resolve approved requests using Government-provided procedures, including transferring to the Department of State as needed.
Create and submit Service Change Requests (SCR), when the data can be corrected only by a direct database change.
Provide reports, conduct complex analysis and written summaries in response to official request.
Collect and provide internal feedback to drive SEVIS improvements that will prevent errors, facilitate data corrections, or improve the correction and data fix process.
Identify and communicate system improvements based on knowledge of system issues.
Fully resolve all requests, which may include phone calls to initiating school officials.
Document in the work log all steps recommended to resolve the issues.
Resolve all Correct Requests and Data Fix tickets within the established SLA’s.
Utilize Customer Relationship Management (CRM) software for recording and tracking all issues.
Proven accuracy and attention to detail as it relates to ticket documentation and providing the correct guidance.
The ability to understand and resolve complex issues.
Thorough knowledge of SEVP