Job Description
Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 days a week (24/7) operations supporting a variety of US government systems.
Key Tasks and Responsibilities
• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax.
• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.
• Interview users to collect information about problems to determine source of error.
• Log and track call information using the ServiceNow CRM software.
• Place outbound customer survey calls.
• Assist in developing standard resolutions for common user problems.
• Use existing tools for the SRC and related functional tools in support of the transportation application customers.
• Generate standard reports and update the customer on high priority issues.
Education & Experience
Certifications
Security Clearance
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
EOE AA M/F/Vet/Disability
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