Customer Technical Support Representative 1 (SCA)

Peraton; Fort Huachuca (AZ); On-site; USD 39,000 - 62,000; Full time

Job summary

Peraton is seeking a Tier 3 Support role at Fort Huachuca to serve as the initial intake point for GCC issues and perform triage in a high-tempo environment.

The position requires participation in a mandatory 24/7 rotating shift schedule and handling high-volume communications across multiple channels. You will create and route incidents, document shift logs, and provide actionable summaries for leadership.

Qualifications

• Must have a high school diploma (or equivalent) and at least 2 years of customer service experience.
• AA/AS or BA/BS with at least 1 year of customer service experience is required.
• Active Secret clearance is required.

Responsibilities

• Serve as the first point of contact for Tier 3 requests escalated to GCC, providing intake and triage for critical issues.
• Participate in a 24/7 rotating shift schedule including nights, weekends, holidays, and after-hours coverage.
• Manage high-volume customer interactions via calls, chats, email, and ticketing systems.
• Create, modify, and upgrade incidents/tickets with clear, logical formats for analysts.
• Route tickets per established procedures to ensure proper prioritization and escalation.
• Conduct QA follow-ups with customers to confirm resolution and gather feedback.
• Adhere to documented processes and mission-support standards within GCC operations.
• Monitor and prioritize messages in group mailboxes for timely handling of high-priority communications.
• Maintain thorough shift logs to support seamless communication between shifts.
• Provide reporting or activity summaries to support visibility and oversight.
• Maintain professional and mission-focused demeanor when interacting with diverse customers.

Education

HS diploma + 2 years of customer service experience

AA/AS or BA/BS + 1 year customer service experience

Active Secret clearance

Job description

Responsibilities

• Serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC), providing accurate intake and initial triage for mission-critical issues in a high-tempo environment.
• Participate in a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage. These shifts are a normal and required part of the role, ensuring uninterrupted support for GCC operations.
• Manage high-volume customer interactions across inbound/outbound calls, chats, email, and internal ticketing systems. This role requires composure, professionalism, and consistency in a fast-paced, repetitive, customer-facing environment.
• Create, modify, and upgrade incidents/tickets, translating user requests into clear and logical formats for analysts and technical teams. Attention to detail and accuracy are critical.
• Route tickets in accordance with established procedures and documented workflows to ensure proper prioritization and escalation.
• Conduct quality assurance follow-up with customers/end users to confirm issue resolution and gather feedback for process improvement.
• Adhere to all documented processes, procedures, and mission-support standards required for operations within the GCC environment.
• Monitor and prioritize messages in group mailboxes, ensuring timely handling of high-priority or mission-sensitive communications.
• Maintain thorough, accurate, and clear shift logs to support seamless communication between shifts and ensure continuity of operations.
• Provide reporting or activity summaries as needed to support operational visibility and command-level oversight.
• Maintain a professional, respectful, and mission-focused demeanor when interacting with military, civilian, and contractor customers in a structured and high-demand operational setting.

Qualifications

• HS diploma, plus 2 years of customer service experience
• AA/AS or BA/BS, 1 year customer service experience
• Active Secret clearance

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.