Customer Technical Support Representative 1 (SCA)

Peraton•Fort Huachuca, AZ

1d•$30,000 - $48,000

About The Position

The Customer Technical Support Representative serves as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC), providing intake and initial triage for mission-critical issues. The role handles high-volume customer interactions through calls, chats, email, and ticketing systems in a fast-paced, customer-facing environment. It requires following documented processes and workflows, maintaining accurate records, and supporting uninterrupted GCC operations through a mandatory rotating 24/7 schedule.

Requirements

High school diploma and 2 years of customer service experience, or an AA/AS or BA/BS degree and 1 year of customer service experience.
Ability to obtain a Secret clearance; clearance must be approved before starting.

Responsibilities

Serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center, providing accurate intake and initial triage.
Work a mandatory rotating 24/7 shift schedule that includes nights, weekends, holidays, and after-hours coverage.
Manage high-volume inbound and outbound calls, chats, email, and internal ticketing-system interactions.
Create, modify, and escalate incidents and tickets, translating user requests into clear, logical formats for analysts and technical teams.
Route tickets according to established procedures and documented workflows to ensure appropriate prioritization and escalation.
Conduct quality-assurance follow-up with customers and end users to confirm issue resolution and gather feedback.
Adhere to documented processes, procedures, and mission-support standards for GCC operations.
Monitor and prioritize group-mailbox messages, ensuring timely handling of high-priority or mission-sensitive communications.
Maintain thorough, accurate shift logs to support communication between shifts and continuity of operations.
Provide reporting or activity summaries as needed to support operational visibility and command-level oversight.
Maintain a professional, respectful, and mission-focused demeanor when interacting with military, civilian, and contractor customers.

Benefits

Medical benefits
Dental insurance
Vision insurance
Life insurance
Health savings account
Short- and long-term disability
Employee assistance program
Parental leave
401(k)
Paid time off for vacation
Company-paid holidays
Potential eligibility for overtime, shift differential, and a discretionary bonus