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Technical Customer Service Representative
2 months ago
Key Responsibilities:
Peraton is in search of a Technical Customer Service Representative to support our diverse team.
The selected candidate will be part of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, focusing on enhancing the Bureau of Consular Affairs (CA).
The CAEIO Program is dedicated to providing IT Operations and Maintenance aimed at modernizing outdated networks, applications, and databases that facilitate CA services worldwide.
Primary Duties:As a Technical Customer Service Representative, your role will be pivotal in ensuring customer satisfaction through effective resolution of technical challenges and fulfilling end-user requirements.
Here are some of the essential duties you will undertake:
Deliver remote support via phone, email, and chat for troubleshooting application, desktop, network, and mobile device issues, as well as handling customer requests (e.g., password resets).
Accurately document all interactions in the CRM ticketing system.
Utilize the Knowledgebase to resolve issues.
Promptly escalate tickets to the appropriate support teams by assigning the correct ticket priority and verifying customer details, including names, contact information, location, issue, impacted device, error codes, and attaching relevant screenshots.
When new solutions are identified, provide documentation to Service Desk leadership and Knowledge Managers to facilitate the creation of new Knowledgebase articles.
Collaborate effectively with colleagues in the Customer Support team and other members of the CAEIO team.
Exhibit flexibility and a willingness to tackle challenges by performing additional tasks as required.
Work Schedule:
TBD
This position offers a hybrid work model following the completion of a comprehensive New Hire Training Program.
Upon successful completion of the training, the representative will work their designated shift with the possibility of remote work on certain days.
The frequency of onsite work may vary based on program requirements.Qualifications:
Basic Qualifications:
U.S. citizenship and eligibility for SECRET Government Security Clearance.
1 to 3 years of experience in help desk or service desk roles.
Proficient in documenting ticketing information with minimal errors.
Ability to work autonomously, meet productivity targets, and manage time effectively.
Strong written and verbal communication skills.
Attention to detail and a proactive attitude.
Desired Qualifications:
CompTIA A+ Certification
ITILv3 or ITILv4 Foundation Certification
Microsoft IT Support Certification or HDI SCR
Experience with Remedy or ServiceNow CRM
Familiarity with the Department of State IT environment.
Education and Experience:
High school diploma (or equivalent) with 6 years of experience; Associate degree with 4 years of experience; Bachelor's degree with 2 years of experience.
Company Overview:
Peraton is a leading national security company committed to driving missions of significance across the globe.
As a premier mission capability integrator and transformative enterprise IT provider, we deliver trusted, differentiated solutions and technologies to safeguard our nation and allies.
Peraton operates at the critical intersection of traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company partners with essential government agencies and supports every branch of the U.S. armed forces. Our employees tackle the most formidable challenges facing our customers every day.Target Salary Range:
$51,000 - $82,000. This range reflects the typical salary for this position based on experience and other relevant factors.
