Tier 1 Call Center Agent

Maximus; San Antonio (TX); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Maximus is seeking a Tier 1 Call Center Agent for an on-site role in San Antonio, TX. The position requires TS/SCI clearance and involves handling inbound/outbound customer contacts across voice, email, and chat, with emphasis on first-contact resolutions and DoD-style standards.

You will provide technical support for hardware/software, document issues in ServiceNow, and escalate when necessary. Strong communication and problem-solving skills are essential, with familiarity in ITSM tools and

Qualifications

• Associate degree or 2+ years of technical help desk experience.
• Experience troubleshooting software applications and tiered escalation processes.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management or BMC Remedy.

Responsibilities

• Handles inbound and outbound customer contact via voice, email and chat.
• Listens to determine customer needs and answers questions.
• Provides courteous, professional information to customers.
• Researches knowledge articles to respond to inquiries about products/services.
• Provides first contact resolutions that meet customer needs and confirms understanding.
• Routes concerns to appropriate departments for escalation.
• Determines inquiry complexity and escalates when needed.
• Creates a record in ServiceNow ITSM for tracking.
• Provides day-to-day technical support for hardware and software.
• Diagnoses problems through discussion, troubleshooting and escalation.
• Delivers effective, timely resolutions to user issues.
• Assists in hardware and software evaluation.
• Communicates information clearly; work under moderate supervision.

Skills

Customer service

Active listening

Communication

Problem solving

Teamwork

Technical support

Education

Associate degree in a relevant technical field

2+ years help desk experience

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Maximusis currently seeking aTier 1 Call Center Agent.

This is an on-site position that requires a TS/SCI clearance.

Job-Specific Essential Duties and Responsibilities:

• Handles inbound and outbound customer contact including but not limited to voice, emails and online chat.
• Listens actively to determine customer needs and answers questions.
• Demonstrates courtesy, patience and professionalism while providing information to customers.
• Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services.
• Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer’s needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines.
• Identifies concerns and routes to the appropriate department to address escalated customer and service issues.
• Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner.
• Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes.
• Responsible for providing day-to-day technical support to customers for a range of hardware and software related systems.
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users’ problems, queries or complaints.
• Assist in hardware and software evaluation.
• Communicate information that requires some explanation or interpretation. Work is under moderate supervision. Problems are typically of a routine nature but may at times require interpretation or deviation from standard procedures.

Job-Specific Minimum Requirements:

• Associate degree in relevant technical field or at least 2 years’ experience in a technical help desk position or technical support.
• Experience with software application troubleshooting and tiered escalation processes.
• Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy etc.)
• Familiarity with general networking and software applications.
• IAT level 1 minimum, IAT level 2 preferred.

#techjobs #clearance #veteransPage #DODAIRFORCE-CYBER

TCS257, S2, Band 2

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail] .