Tier I Call Center Agent - JCC2-ESC
About The Position
The Tier 1 Call Center Agent will provide subject matter proficiency and analytical skills to support process improvement, specialized studies, and definition of requirements. This role involves handling inbound and outbound customer contact via voice, email, and online messaging, actively listening to determine customer needs, and providing information about products and services. The agent will research knowledge articles, service requests, and aim for first contact resolutions while ensuring customer understanding. They will also identify and escalate complex issues to the appropriate departments and report unusual or repetitive inquiries to management. A key responsibility is to document all contacts in the government-hosted ServiceNow ITSM tool.
Requirements
- An Associate's degree in relevant technical field or at least two years of experience in a technical help desk position or technical support role.
- Must obtain/maintain an IAT level 1 Certification.
- Must have a valid DoD TS/SCI eligibility
- Experience with software application troubleshooting and tiered escalation processes.
- Experience with Information Technology Service Management (ITSM) tools (ServiceNow, Jira Service Management, BMC Remedy, etc...)
- Familiarity with general networking and software applications.
Nice To Haves
- Experience using ServiceNow and ITSM framework familiarity
- IAT level 2 Certification (Network+, Server+ or Security+)
Responsibilities
- Provides subject matter proficiency for work described in the task.
- Responsible for providing analytical skills to support process improvement, specialized studies, and definition of requirements.
- Handling inbound and outbound customer contact including but not limited to voice, emails, and on-line messaging.
- Active Listening to determine customer needs and answer questions.
- Demonstrates courtesy, patience and professionalism while providing information to customers.
- Research knowledge articles to answer and respond to customer inquiries pertaining to customer products and services.
- Takes immediate action to service requests and provide first contact resolutions that are clear, meets customer needs, and confirms the customer's understanding of the solution in accordance with DoW, WSAF and program standards and guidelines.
- Identifies concerns and routes to the appropriate department to address escalated customer and service issues.
- Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner.
- Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to the Problem Manager, supervisors, appointed personnel, and government leads.
- Creates a record of this type of contact in government hosted ServiceNow ITSM tool for referral and historical purposes.
Benefits
- Referral bonus: $500.00
- Sign-on bonus: eligible.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
