Customer Technical Support Representative 1 (SCA)

Peraton•Fort Huachuca, AZ

About The Position

The Customer Technical Support Representative 1 serves as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC), providing accurate intake and initial triage for mission-critical issues in a high-tempo environment. The role supports GCC operations through a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage. The representative manages high-volume customer interactions through inbound and outbound calls, chats, email, and internal ticketing systems. The position requires composure, professionalism, consistency, accuracy, and attention to detail in a fast-paced, repetitive, customer-facing environment. The representative creates, modifies, and escalates incidents and tickets; routes them according to established procedures and documented workflows; follows up with customers to confirm resolution and gather feedback; monitors group mailboxes; maintains clear shift logs; and provides activity reporting as needed. The role adheres to documented processes, procedures, and mission-support standards in the GCC environment and requires professional, respectful, mission-focused interactions with military, civilian, and contractor customers. Peraton describes itself as a national security company and mission capability integrator supporting essential government agencies and every branch of the U.S. armed forces. The stated target salary range is $39,000–$62,000. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Requirements

High school diploma plus 2 years of customer service experience, or an AA/AS or BA/BS degree plus 1 year of customer service experience.
Active Secret clearance.
Ability to participate in a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
Composure, professionalism, consistency, attention to detail, and accuracy in a fast-paced, repetitive, 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 for mission-critical issues.
Participate in the mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
Manage high-volume customer interactions across 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 proper prioritization and escalation.
Conduct quality assurance follow-up with customers and end users to confirm issue resolution and gather feedback for process improvement.
Adhere to documented processes, procedures, and mission-support standards required for GCC operations.
Monitor and prioritize group mailbox messages, ensuring timely handling of high-priority or mission-sensitive communications.
Maintain thorough, 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.