Help Desk Representative

Call Center Representative

Tuknik Government Services, LLC, a Koniag Government Services company, is seeking a Call Center Representative to support TGS and our government customer in Durham, NC. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The candidate will work in a Call Center environment, providing detailed documentation of reported incidents utilizing Service Now. The candidate will function as a Subject Matter Expert (SME). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problems. Will be on the phones when needed.

All employees are considered mission critical and are expected to report even during inclement weather conditions.

Hours:

• Main
  
  Hours:
  
  Mon-Fri: 7:00am-3:30pm
• Assist working:
  After 3:30pm when needed

Location :

• Durham, NC

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• The person selected will be able to do the following:
• Through strong commitment, communication, organization, and teamwork the SME Team will contribute to the success of Team Tuknik by:
• Providing a high level of customer service.
• Being courteous and efficient.
• Providing an example to CSR's via:
• Being logged in and ready when the shift is scheduled to start (Phone & Teams).
• Utilizing the right templates correctly.
• Utilizing the correct KB.
• Providing detailed troubleshooting notes.
• All Hands-on Deck – All SMEs
• During extremely high call volumes, such as an outage, an "All Hands-on Deck" event may be invoked. If invoked, SMEs will assist as follows:
• One SME may take over as ACD freeing up another lead
• Virtual Portal. One SME will take over monitoring the Portal to allow additional agents to be available for handling calls.
• One or more SMEs may be asked to take incoming calls
• When the "All Hands" event is over, SMEs return to their normal duties.
• See the SME Team Chat Shared Folder there is an " ALL HANDS-ON Deck " folder
• see " ALL HANDS-ON DECK – Calls Waiting (instructions) "
• Gatekeeping – All SMEs
• Providing attentive service to the Gate:
• Ensuring the Gate is covered.
• Utilizing the Gatekeeper Handoff Report (correct version).
• Send High Priority-High Impact Courtesy Notifications as needed.
• Carefully reviewing all ticket information for proper routing (Assignment History & Categorization).
• Utilizing SME team members appropriately to:
• resolve customer's issues and/or
• gather the appropriate Level II troubleshooting data allowing for the ticket to be reassigned
• Support CSR training via "Training Emails":
• Sending follow-up emails to the agents and copying the Lead Team.
• Updating the ticket with the follow up (e.g., sent email to Agent requesting additional information – see attached email) and attaching the emails.
• Keeping the "Gatekeeping Ticket Escalation Assignment Group List" updated.
• Level II Troubleshooting – All SMEs
• Addressing tickets in a timely fashion (contacting the customer as soon as possible with a priority on teleworkers-try to catch them before they must go in).
• Updating tickets daily (SLA is 24 business hours) or providing a scheduled follow-up date & time in the journal notes and suspending the ticket until that date.
• Suspend any tickets with a follow-up date over 5 days in the future.
• Sharing knowledge and or creating a "fix" document for distribution to the team.
• KB Article Review – All SMEs
• Review and submit assigned articles in a timely manner.
• Update articles or links as needed even if not assigned.
• PARENT Ticket Follow Up – Designated Duty for two SMEs
• The PARENT Ticket Follow Up process is a failsafe to ensure:
• Customers receive assistance for incidents (EIM) associated AFTER a PARENT ticket was resolved.
• Customers receive assistance for incidents (EIM) incorrectly associated with a PARENT ticket (e.g., their issue is not related to the PARENT ticket to which it was associated).
• PARENT ticket associations are completed correctly and not duplicated or misrepresented (e.g., multiple sites are not…