Tier I Call Center Agent - JCC2-ESC

Semper Valens Solutions; Texas; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Semper Valens Solutions in San Antonio, TX is seeking a Tier 1 Call Center Agent to provide inbound and outbound customer communications and escalate when required. The role emphasizes active listening, professionalism, and accurate response to inquiries regarding products and services.

A DoD TS/SCI eligibility is required. The position involves using ITSM tools like ServiceNow and Jira Service Management to document interactions and route escalations, with a focus on first-contact resolutions

Qualifications

• An Associate's degree in relevant technical field or at least two years of experience in a technical help desk position or technical support role.
• Must hold/obtain an IAT level 1 Certification.
• IT Certified Professional – Entry level Certification.
• Must have a valid DoD TS/SCI eligibility.
• Experience with software application troubleshooting and tiered escalation processes.
• Experience with ITSM tools (ServiceNow, Jira Service Management, BMC Remedy, etc.).
• 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

Help desk experience

Customer service

Troubleshooting

Networking basics

Education

IAT level 1 Certification

IT Certified Professional – Entry level Certification

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Tier 1 Call Center Agent

Full Time San Antonio, TX (On-site)

Top Secret/SCI Clearance

Sign-on bonus: $1,000

Job Responsibilities:

Provides subject matter proficiency for work described in the task. Responsible for providing analytical skills to support process improvement, specialized studies, and definition of requirements.

Job Description/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.

Required Qualifications:

• An Associate's degree in relevant technical field or at least two years of experience in a technical help desk position or technical support role
• Must hold/obtain an IAT level 1 Certification
• IT Certified Professional – Entry level Certification
• Must have a valid DoD TS/SCI eligibility
• Experience with software application troubleshooting and tiered escalation processes
• Experience with Information Technology Service Management (ITSM) tools (ServiceNow, Jira Service Management, BMC Remedy, etc...)
• Familiarity with general networking and software applications

Desired Qualifications:

• Experience using ServiceNow and ITSM framework familiarity
• IAT level 2 Certification (Network+, Server+ or Security+)

About Semper Valens Solutions:

Semper Valens Solutions, Inc. (SVS) is a Service-Disabled Veteran Owned Small Business (SDVOSB) providing Cost Effective Software and Systems Engineering, Field Support, Training and Full Life cycle Support Management to the DOD and VA community.

At Semper Valens, our vision is to remain a creative, cutting edge and cost-effective solutions provider where our shared intellect, industry experience, and technology excellence, make a positive difference in our customer's success. Our solutions help bridge the gap between IT and business prioritizations to optimize budgets, risks and operational processes.

We search for outstanding technical professionals, hiring at all levels of the experience spectrum; intermediate, journeyman and senior. Consider us for your career plan.

Semper Valens Solutions is an Equal Opportunity Employer

Semper Valens Solutions proactively fulfills its role as an equal opportunity employer.

We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth, or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active-Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at [phone].

Semper Valens Solutions is an affirmative action/equal opportunity employer - minorities, females, disabled, and protected veterans are urged to apply.

Applicants have rights under Federal Employment Laws.

All Jobs at Semper Valens Solutions: https://sempervalens.com/careers