STAC Technician - First Shift
About The Position
The STAC Call Center Technician supports the U.S. Department of State by providing customer service by telephone, email, and other electronic means. The technician responds to inquiries, resolves routine issues at Tier I/II when possible, and escalates requests to Tier III as appropriate. The role also supports logistical, order, systematic, and technical customer requests and concerns, and uses computer systems to track requests and enter orders. This is an on-site position in Sterling, Virginia, scheduled Tuesday through Saturday from 6:00 a.m. to 2:30 p.m. The call center supports customers globally, so the employee must be willing and able to work shifts that may include nights, holidays, and weekends. Work takes place in an office under a Secure Floor Policy that limits or restricts personal belongings and electronic devices in designated areas. Some physical effort handling light materials, boxes, or equipment may be required.
Requirements
- At least 2 years of related experience.
- Bachelor’s degree in a related discipline, or an equivalent combination of education, professional training, or work/military experience.
- U.S. citizenship is required.
- Must currently possess a Secret clearance.
- Must be able to obtain a Secret clearance.
- Microsoft Office proficiency is required.
- Must be well organized and extremely detail oriented.
- Ability to prioritize and complete tasks to meet contract standards.
- Strong customer service and problem-solving skills.
- Willingness and ability to work shifts that may include nights, holidays, and weekends.
Nice To Haves
- Active Secret clearance preferred, with the ability to obtain Top Secret.
- Customer service experience.
- Logistics experience.
- Maximo/CMMS proficiency.
Responsibilities
- Provide customer support by telephone, email, and other electronic means, responding to inquiries and resolving routine issues.
- Attempt to resolve requests at first contact at Tier I/II and efficiently escalate requests to Tier III as required.
- Respond courteously and professionally to escalated, high-priority, or supervisor calls.
- Meet productivity, quality, and timeliness standards in completing program and department tasks and goals.
- Coordinate frequently with Customer Service Managers, Call Center Supervisors, Lead Specialists, contractors, and government personnel supporting the program.
- Assist with information reporting and development as needed.
- Proofread documents for grammatical correctness and compliance with standards and format.
- Provide input on process improvements.
- Maintain current knowledge of relevant technologies as assigned.
- Evaluate orders and update systems with accurate data.
- Use computer systems to track and respond to requests and enter orders.
- Support customers with logistical, order, systematic, and technical requests and concerns.
Benefits
- 401(k) with company match.
- Comprehensive health and wellness packages.
- Professional growth opportunities, including paid education and certifications.
- Paid vacation and holidays.
- Medical plan options, some with Health Savings Accounts.
- Dental and vision plan options.
- Paid time off plans including vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
- Short- and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
