Customer Technical Support Representative 2 (SCA)

Peraton

5d•$39,000 - $62,000

About The Position

Peraton is seeking Technical Support Representatives to support the Department of Defense’s Travel Assistance Center which supports Department of Department Temporary Duty (TDY) Travel through the Defense Travel System. The responsibilities of the successful candidates may include, but are not limited to, the following duties: Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS. Submit required DTS Permission Level actions per government defined processes. Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions. Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax. Participate in pre-release verification testing of scheduled releases Interact with Travel Management Companies to support problem resolution Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary (escalation). Generates reports and metrics/information for reports. Maintains accurate records of request details and resolutions. Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System. Conducts technical research as needed to resolve questions. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem. May perform basic testing of the Defense Travel System to support user familiarization with new system features. May support general inquiries or those related to reservations, financial matters, or technical matters.

Requirements

2-3 years’ experience with High School diploma; 0-1 years experience with BS
High School level reading, writing, and analytical skills
Excellent communication skills
Must be a U.S Citizen
Ability to obtain Public Trust Clearance
Experience with problem solving
Experience with customer solutions

Nice To Haves

Experience on the Travel Assistance Center program
Experience with government travel systems (1+ years)
Experience with the Defense Travel System
Experience with RightNow
Travel industry customer and technical experience
Experience with Government financial systems
Experience with Global Distribution Systems (GDSs)

Responsibilities

Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS.
Submit required DTS Permission Level actions per government defined processes.
Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions.
Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax.
Participate in pre-release verification testing of scheduled releases
Interact with Travel Management Companies to support problem resolution
Uses automated information systems to analyze routine situations.
Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action.
Resolves problems or contacts more senior technical support as necessary (escalation).
Generates reports and metrics/information for reports.
Maintains accurate records of request details and resolutions.
Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System.
Conducts technical research as needed to resolve questions.
May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
May perform basic testing of the Defense Travel System to support user familiarization with new system features.
May support general inquiries or those related to reservations, financial matters, or technical matters.