Customer Technical Support Representative 1 (SCA)

Peraton • Fort Huachuca, AZ

8d

About The Position

Peraton is hiring a Customer Technical Support Representative 1 to support its Global Cyber Center (GCC). The representative is the first point of contact for Tier 3 requests escalated to the GCC, providing accurate intake and initial triage for mission-critical issues in a high-tempo operational environment. The role requires composure, professionalism, attention to detail, and consistency while handling repetitive, high-volume customer interactions.

The position follows a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage. The representative supports continuity of GCC operations by following documented procedures, maintaining clear shift logs, and providing activity summaries as needed. Candidates must be able to obtain a Secret clearance, which must be approved before starting.

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.
• Ability to participate in a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
• Composure, professionalism, consistency, and attention to detail in a fast-paced, high-volume customer-facing environment.

Responsibilities

• Serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center and provide accurate intake and initial triage.
• Manage high-volume interactions through inbound and outbound calls, chats, email, and internal ticketing systems.
• Create, modify, and escalate incidents and tickets, translating user requests into clear and 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 for process improvement.
• Follow 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 accurate and clear 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 (EAP)
• Parental leave
• 401(k)
• Paid time off (PTO) for vacation
• Company-paid holidays
• Depending on the position, eligibility for overtime, shift differential, and a discretionary bonus in addition to base pay

What This Job Offers

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