Agente de bureau - service de la formation

SAIC; Yorktown (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

SAIC is seeking a DOT-support focused Call Center junior agent to be the first line of contact for DOT users. This role involves basic technical assistance via phone and email, and requires strong customer service within a fast-paced environment.

Shifts are M-F, 7am-7pm EST, and candidates should have a High School diploma with 1-2 years of IT help desk experience. Willingness to obtain the HDI certification within 6 months is required.

Qualifications

• High School diploma and 1-2 years IT help desk experience.
• Willingness to obtain HDI Customer Service Certification within 6 months of employment.

Responsibilities

• Provide basic technical and process assistance over the phone and via email.
• Provide friendly, courteous support to DOT employees and contractors.
• Assist with the Request Fulfillment process as a Tier 1 Agent.
• Provide end-user support via phone, emails, self-service requests and walk-in.
• Escalate and route complex issues and requests as needed.
• Research customer concerns and find appropriate resolutions.
• Create and maintain case management records of daily problems and remedial actions.

Skills

Customer service

Windows OS

Office applications

Team collaboration

Education

High School Diploma

HDI Customer Service Certification (in progress)

Job description

SAIC is looking for outstanding Call Center candidates to join our growing Defense & Civilian Sector in support of the US Department of Transportation. The DOT junior agent is the first line of contact with the DOT customer base. This role may not be immediately available.

Provide basic technical and process assistance over the Phone and via Email.

Provide friendly, courteous support of all DOT employees and contractors.

departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.

As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.

Shifts are M-F 7am-7pm EST.

Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.

Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.

Researches customer concerns and find appropriate resolutions.

Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.

High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification.

Must be willing to work effectively within a team environment in a fast-paced support role.

Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.

S. citizen or green card holder who has resided in the U.SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

For ongoing news, please visit our newsroom.