Analyst; Dtmo

Overview

Immersion Consulting seeks several Travel Assistance Center (TAC) Agents to support the Defense Travel Management Office (DTMO), providing 24/7/365 support to Department of Defense travelers and administrators. They will serve as subject matter experts in DoD travel systems, policies, and programs, ensuring timely and accurate assistance across multiple communication channels including phone, chat, email, and ticketing systems.

• Respond to inquiries related to the Defense Travel System (DTS), travel authorizations, vouchers, and reservations.
• Provide technical support for DTS interfaces, GTCC issues, and travel system errors.
• Assist military recruits through the Recruit Assistance Program (RAP).
• Document all interactions in the Ticket Management System (TMS) and escalate unresolved issues.
• Operate within an Automated Call Distribution (ACD) system to manage call flow and metrics.
• Support outreach efforts, including training and updates for Defense Travel Administrators (DTAs).
• Participate in system testing and verification for DTS releases and updates.
• Maintain expert-level knowledge of DTS, TraX, EWTS, and related tools.
• Ensure compliance with service standards (e.g., call wait times, resolution rates).
• Contribute to quality assurance and continuous improvement initiatives.

• Education:
  
  High school diploma required; associate or bachelor’s degree preferred.
• Experience:
  
  Minimum 2 years in customer service or technical support. Experience with DTS or DoD travel systems preferred.
• Skills:
  
  Proficiency in DTS, TraX, Oracle Right Now, NICE CXOne, and GDS platforms. Strong communication, problem-solving, and analytical skills.
• Security Clearance:
  Must be a U.S. citizen and able to obtain Tier 3 background investigation for access to DoD systems.
• Availability:
  Willingness to work rotating shifts to support 24/7 operations.
• High aptitude for learning while taking direction.
• Organization and comfort balancing multiple tasks and responsibilities.
• Ability to exercise professional judgment on engagements by providing proactive solutions and recommendations.
• Collaborate to deliver components of client engagements following peer review.
• Professionals will focus on client specific tasks that are at the core of the engagement by delivering products day to day.

• Entry level

• Full-time

• Business Development and Sales

• Business Consulting and Services

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