Tier One Call Center Agent
About The Position
Maximus is currently seeking a Tier One Call Center Agent. This role handles inbound and outbound customer contact via voice, emails, and online chat. The agent will actively listen to determine customer needs, answer questions, and demonstrate courtesy, patience, and professionalism. Responsibilities include researching knowledge articles to respond to customer inquiries about products and services, taking immediate action on service requests, and providing first contact resolutions that are clear, meet customer needs, and confirm customer understanding in accordance with DoD, USAF, and Program standards. The agent will also identify concerns and route them to the appropriate department for escalated customer and service issues, determine the complexity of inquiries, and route them in a timely manner. A record of each contact will be created in the government-hosted ServiceNow ITSM tool for referral and historical purposes. This is an on-site position that requires a TS/SCI clearance.
Requirements
- Associate degree in a relevant technical field or at least 2 years’ experience in a technical help desk position or technical support.
- Experience with software application troubleshooting and tiered escalation processes.
- Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy etc.).
- Familiarity with general networking and software applications.
- IAT level 1 minimum, IAT level 2 preferred.
- TS/SCI clearance
Responsibilities
- Providing day-to-day technical support to customers for a range of hardware and software related systems.
- Responding to and diagnosing problems through discussion with users, including troubleshooting, fault rectification, and problem escalation.
- Providing effective and timely resolution of users’ problems, queries, or complaints.
- Assisting in hardware and software evaluation.
- Communicating information that requires some explanation or interpretation.
- Creating a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes.
Benefits
- health insurance coverage
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
