Customer Service Order (CSO) Technician

Cyberjobs; Baltimore (MD); Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health/Dental/Vision

401(k) match

Paid Time Off

Job summary

Tyto Athene is seeking a Customer Service Order (CSO) Administrator in Baltimore, MD to manage SSA voice services. The role supports the SSA switchboard, oversees CSO orders and data entry into the Telephone Management System, and provides coverage for the CSO writers/schedulers.

Remote work is possible with required home setup. Required US citizenship, high school diploma, strong MS Word/Excel/Outlook/PowerPoint skills, and 2–3 years of customer service experience.

Qualifications

• Must be a US citizen.
• High school diploma or equivalent; additional post-high school training/desirable.
• Basic computer and keyboarding skills required.
• Microsoft Word, Excel, Outlook, PowerPoint required.
• Respond to all E-mail, calls and voicemails daily.
• 2–3 years customer service experience preferred; call center experience welcome.
• Capable of passing extensive background investigation for SSA access.
• Ability to manage multiple priorities and flexible hours including on-call duties.

Responsibilities

• Serve as primary interface between SSA telephone coordinators to ensure service requirements.
• Survey, suggest, and coordinate telephone service to maximize use of VoIP/TDM voice services.
• Answer the Telephone Trouble Line; open/close trouble tickets and dispatch technicians.
• Create/Close CSO orders with accurate reporting and data entry into the TMS.
• Provide coverage to SSA switchboard and transfer calls as needed.
• Assist with other office duties as assigned.

Skills

Customer service

Communication skills

Multitasking

Time management

Problem solving

Education

High school diploma or equivalent

Tools

NORTEL/Avaya SL-100 SERVORD

NetPlus Telephone Management System

VoIP/Softphones

TMS (Telephone Management System)

Job description

Description

Tyto Athene is searching for a Customer Service Order (CSO) Administrator to provide support for the Social Security Administration (SSA) in Baltimore, MD. This administrative position provides for the management of voice services to SSA and is an integral part of the Tyto Athene service delivery team. The person awarded this position will contribute to Tyto Athene’s outstanding customer service.

Responsibilities:

• Act as primary interface between SSA telephone coordinators to insure SSA telephone service requirements


• Meet SSA telephone coordinators in their respective department locations to survey, suggest, and coordinate telephone service to permit the maximum use of TDM & VoIP voice services


• Answer the Telephone Trouble Line; receive trouble reports, open and close trouble tickets. Dispatch technicians for repair tickets


• Ability to work from home using home internet access. Home internet access must have a minimum of 100Mbps download speed and 5.9Mbps upload speed, wired Ethernet port and wireless access


• Create/Close CSO orders per SSA telephone requests with accurate reporting & data entry into the Telephone Management System (TMS)


• Ability to research, report and resolve any discrepancy found within a given task


• Provide coverage to the SSA switchboard and transfer calls to appropriate directory listing


• Accurate reporting & data entry into Telephone Management System (TMS) of all CSO information


• Provide backup coverage to the main switchboard as well as to the CSO writers/schedulers


• Other office duties will be assigned as needed

Qualifications

Required:

• Must be a US citizen


• Candidate needs to have a high school diploma or equivalent. Additional post high school training or college is desirable


• Basic computer and keyboarding skills required


• Microsoft Word, Excel, Outlook (e-mail) & Power Point required


• Respond to all E-mail, calls and voicemails daily in a timely manner


• 2 to 3 years customer service experience preferred; call center experience preferred, but not required


• Provide exceptional customer service with good speaking and listening skills


• Capable of passing an extensive background investigation to obtain Suitability for access into SSA


• Ability to successfully handle multiple priorities simultaneously is required


• Ability to work extremely flexible hours and support on-call duties and shift work may be required


• A valid driver’s license or Government provided Identification card is required


• Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus


• Working knowledge of NetPlus Telephone Management System is a plus


• Working knowledge of Voice over Internet Protocol (VoIP) and Softphones is a plus


• Working knowledge of Avaya Call Pilot is a plus

About Tyto Athene

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains- Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT-empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.