Tier 1 Call Center Pro - TS/SCI, Onsite San Antonio

Semper Valens Solutions; San Antonio (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Semper Valens Solutions is seeking a Tier 1 Call Center Agent for an on-site role in San Antonio, TX. You will handle inbound and outbound customer contact, practice active listening, provide clear information, and deliver first-contact resolutions in line with program standards and DoW guidelines.

Requirements include an Associate's degree or 2+ years in a tech help desk, DoD TS/SCI eligibility, IAT 1 certification, and ITSM experience (ServiceNow, Jira, BMC Remedy).

Qualifications

• Associate's degree or 2+ years in a technical help desk or tech support role
• IAT Level 1 Certification required
• IT Certified Professional – Entry level Certification
• Must have valid DoD TS/SCI eligibility
• Experience with software application troubleshooting and tiered escalation
• Experience with ITSM tools (ServiceNow, Jira Service Management, BMC Remedy)
• Familiarity with general networking and software applications

Responsibilities

• Typical duties include handling inbound and outbound customer contact including but not limited to voice, emails, and on-line messaging.
• Active Listening to determine customer needs and answer questions.
• Demonstrates courtesy, patience and professionalism while providing information to customers.
• Research knowledge articles to answer and respond to customer inquiries pertaining to customer products and services.
• Takes immediate action to service requests and provide first contact resolutions that are clear, meets customer needs, and confirms the customer's understanding of the solution in accordance with DoW, WSAF 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.
• Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to the Problem Manager, supervisors, appointed personnel, and government leads.
• Creates a record of this type of contact in government hosted ServiceNow ITSM tool for referral and historical purposes.

Skills

Active Listening

Customer service

Analytical thinking

Communication

Education

Associate's degree or 2+ years tech support

Tools

ServiceNow ITSM

Jira Service Management

BMC Remedy

Job description

Semper Valens Solutions is seeking a Tier 1 Call Center Agent for an on-site role in San Antonio, TX. You will handle inbound and outbound customer contact, practice active listening, provide clear information, and deliver first-contact resolutions in line with program standards and DoW guidelines.

Requirements include an Associate's degree or 2+ years in a tech help desk, DoD TS/SCI eligibility, IAT 1 certification, and ITSM experience (ServiceNow, Jira, BMC Remedy).