Customer Technical Support Representative 1 (SCA)

Peraton • Fort Huachuca, AZ

2d

About The Position

Peraton is hiring a Customer Technical Support Representative 1 to serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC). The role provides accurate intake and initial triage for mission-critical issues in a high-tempo environment and supports uninterrupted 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 across calls, chats, email, and internal ticketing systems. They create, modify, and escalate tickets, route them according to documented procedures, follow up with customers to confirm issue resolution, monitor group mailboxes, and maintain shift logs and activity summaries. The position requires accuracy, professionalism, and adherence to GCC processes and mission-support standards when interacting with military, civilian, and contractor customers.

Requirements

• High school diploma and 2 years of customer service experience; alternatively, an AA/AS or BA/BS degree and 1 year of customer service experience.
• Active Secret clearance.
• Ability to work a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage.

Responsibilities

• Serve as the first point of contact for Tier 3 requests escalated to the GCC, providing accurate intake and initial triage.
• Work a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
• Manage high-volume customer interactions through inbound and outbound calls, chats, email, and internal ticketing systems.
• Create, modify, and escalate incidents and tickets, translating user requests into clear, logical formats for analysts and technical teams.
• Route tickets in accordance with 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.
• 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, 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 with military, civilian, and contractor customers.

Benefits

• Medical insurance
• 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
• Potential eligibility for overtime, shift differential, and a discretionary bonus

What This Job Offers

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