External Job Posting Title Customer Technical Support Representative 1 (SCA)

Peraton; Arizona; On-site; USD 30,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid holidays

Job summary

Peraton is seeking a Tier 3 Support Specialist for the Global Cyber Center in the United States. You will serve as the first contact for escalated requests, triage issues, and translate user needs for analysts in a high-tempo environment.

This role requires a 24/7 rotating shift, multi-channel communication, meticulous ticketing, and adherence to GCC procedures. A HS diploma with customer service experience, or higher degrees with a Secret clearance, are required.

Qualifications

• HS diploma, plus 2 years of customer service experience.
• AA/AS or BA/BS, 1 year customer service experience.
• Ability to obtain Secret clearance - Clearance must be approved prior to starting.

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.
• Manage high-volume customer interactions across inbound/outbound calls, chats, email, and internal ticketing systems.
• Create, modify, and elevate incidents/tickets, translating user requests into clear and logical formats for analysts and technical teams.
• 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.

Skills

Customer service

Secret clearance

Shift work

Education

HS diploma

AA/AS or BA/BS

Job description

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.

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 elevate 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
• Ability to obtain Secret clearance - Clearance must be approved prior to starting

Target Salary Range

$30,000 - $48,000. 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.

Benefits Statement

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed athttps://www.careers.peraton.com/benefits.

EEO

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