Customer Technical Support Representative 1 (SCA)
About The Position
The Customer Technical Support Representative 1 serves as the first point of contact for Tier 3 requests escalated to Peraton’s Global Cyber Center (GCC). The role provides accurate intake and initial triage for mission-critical issues in a high-tempo environment, handling customer interactions across calls, chats, email, and ticketing systems. The representative documents, routes, and escalates incidents; follows established workflows and operational procedures; conducts customer follow-up; monitors shared mailboxes; and maintains shift logs and activity summaries to support continuity and operational visibility. The position requires a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage.
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.
- Active Secret clearance.
- Ability to work a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
- Composure, professionalism, and consistency in a fast-paced, repetitive, customer-facing environment.
- Attention to detail and accuracy in documenting and routing tickets.
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 inbound and outbound calls, chats, email, and internal ticketing 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, ensuring proper prioritization and escalation.
- Conduct quality-assurance follow-up with customers and end users to confirm resolution and gather feedback for process improvement.
- Adhere to documented processes, procedures, and mission-support standards required in the GCC environment.
- 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 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
- Potential eligibility for overtime, shift differential, and a discretionary bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
