Client Support Specialist

2 weeks ago

Raleigh, North Carolina, United States Peraton Full time

Position Overview:

Peraton is in search of a Customer Service Representative (CSR) to provide exceptional support for our clients and their associated applications. The CSR will be responsible for delivering technical guidance to users regarding products and services through live chat and email communications. The ideal candidate will efficiently manage their time and will operate under general supervision.

Key Responsibilities:

  • Ensure customer satisfaction by effectively resolving technical inquiries and fulfilling user needs through the provided software and knowledge resources.
  • Adhere to Service Level Agreement (SLA) parameters to resolve user issues promptly.
  • Maintain comprehensive ownership of chat and email interactions.
  • Manage multiple work queues across various customer contact channels.
  • Timely escalate issues to the appropriate support teams as necessary.
  • Comply with all organizational and governmental policies and procedures.
  • Collaborate with fellow Customer Support team members and other support departments as needed.
  • Perform additional related duties as assigned.

Work Environment:

This position is remote and must be conducted within a specified distance of an existing Peraton facility. All necessary hardware, software, and training will be provided. Candidates must ensure a stable internet connection and a suitable workspace free from distractions.

Eligibility Requirements:

  • Must be a U.S. Citizen or Green Card Holder, having resided in the U.S. for the past five years with limited travel outside the country.

Basic Qualifications:

  • High school diploma or equivalent with at least one year of customer service experience.
  • U.S. Citizenship or Green Card is mandatory.
  • Ability to obtain and maintain a Public Trust clearance.
  • Typing speed of 45 WPM.
  • Capable of accurately documenting ticketing information with minimal errors.
  • Ability to work independently while meeting productivity goals and managing time effectively.
  • Strong verbal and written communication skills.
  • Attention to detail and a positive demeanor.
  • Ability to manage and prioritize multiple tasks concurrently.
  • Proficient in using Windows-based applications and software (Microsoft Office).
  • Availability to work weekends and/or rotating schedules if required.

Preferred Qualifications:

  • Experience in help desk or service desk roles is advantageous.
  • Familiarity with live chat and/or Customer Relationship Management (CRM) software tools.
  • A degree from an accredited college or university is preferred.

Benefits:

At Peraton, we are dedicated to the well-being of our employees. Our benefits are designed to support you beyond your daily responsibilities, including comprehensive medical plans, tuition reimbursement, and assistance programs.

Company Overview:

Peraton is a leading national security organization that addresses critical missions across the globe. As a premier integrator of mission capabilities and transformative IT solutions, we provide trusted services to safeguard our nation and allies. Our team tackles complex challenges across various domains, supporting essential government agencies and the U.S. armed forces.

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