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Job Description: Location: Westminister, COEligibility: Active Secret Clearance The Homeland Security Information Network (HSIN) Program is currently seeking a Customer Service Representative to provide the following support- DUTIES/RESPONSIBLILTIES DUTIES: -Identifies, researches, and resolves customer issues. -Act as a primary interface to customers for support issues. -Performs escalation procedures. -Properly assigns customer tickets priority using impact and urgency and product categorization classification. -Perform password resets for customers on applicable systems. -Collect information from callers and ensure that tickets are promptly and accurately documented in ticketing system. -Utilize the ticketing system knowledgebase to guide callers through resolution of reported issues. -Properly assign tickets not resolved to the appropriate support organizations. -Operate within the Customer Service Center phone, email and fax AQL's. -Answers incoming calls and works received email tickets -Creates and updates tickets for all calls and emails handled -Creates and updates Knowledge Management documents as needed for HSIN program use -Reviews existing documents for currency -Provides feedback and suggestions to management for improvements with HSIN Service Desk Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience. 1-2 years of directly related experience supporting help desk operations. 1. Basic knowledge of the principles, methods, and techniques used in customer service 2. Use of Cherwell, or other call ticketing systems desired 3. Verbal Communication 4. Phone Skills 5. Customer Service 6. Attention to Detail 7. Professionalism 8. Multi-tasking Candidate must have Secret Clearance and must be eligible to obtain and maintain an approved EOD (Entry on Duty). This program requires 24X7X365 operational support; therefore, this position is not shift specific and may require rotation of schedule hours. WORKING CONDITIONS: Standard business work environment. After hours availability for communication and escalation is required. On-call availability and flexibility to work on a varied shift rotation is expected. The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment. Must be able to lift and carry at least 30-50 lbs.
An Equal Opportunity Employer M/F/D/V |
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