ELSC CSR II

ELSC CSR II

Position summary:

The ELSC CSR II will provide fast, friendly, and efficient technical support services to customers throughout CNIC major command by performing the following duties.

Essential Duties and Responsibilities:

Job duties include the following:

• Provide customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.
• Provide Support Services for all CNIC users of Subscriber Units, including but not limited to, programming, repair, and testing of equipment.
• Proficient in the use of Remedy in order to create, track and complete tickets in Remedy Tracking Software.
• Records all customer service support in Remedy Tracking Software.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.
• Completes, maintains and processes pertinent paperwork and records, to include workload data for appropriate applications.
• Ensure continuity of information between ticketing systems and software applications.
• Receive, inventory and store all shipments of equipment.
• Maintain inventories keeping detailed record of each new or returned product as it enters or leaves the work center or warehouse.
• Load and manage all assets into the Remedy tracking system and WASP inventory system.
• Complete shipments of equipment to and from locations worldwide.
• Testing equipment
• Process Return Material Authorization (RMA) of defective equipment to OEM or repair depot to maintain sufficient quantity of ready spares.
• Manage use of equipment repair banks.
• Shipment of assets to locations worldwide.
• Coordinate delivery and pickup up equipment.
• Interpreting and ensuring compliance with CNIC policies and government regulations affecting ELSC processes and procedures.
• Assists in training new CSRs on use of new applications/processes, as directed.
• Issue written and oral instructions.
• Operate office equipment.
• Attendance and punctuality are essential functions of this position.
• This position may require occasional travel
• This position is an on-site position
• Other duties may be assigned

Skills:

• Reading Comprehension
  - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking
  - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Speaking
  - Talking to others to convey information effectively.
• Time Management
  - Managing one's own time and the time of others.
• Learning Strategies
  - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Monitoring
  - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Attributes:

• Deductive Reasoning
  - The ability to apply general rules to specific problems to produce answers that make sense.
• Speech Clarity
  - The ability to speak clearly so others can understand you.
• Speech Recognition
  - The ability to identify and understand the speech of another person.
• Manual Dexterity
  - The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.
• Trunk Strength
  - The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
• Static Strength
  - The ability to exert maximum muscle force to lift, push, pull, or carry objects.
• Information Ordering
  - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Extent Flexibility
  - The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

Education and Experience:

BA/BS degree in a related area and 1 year experience; or AA degree in a related area and 2 years experience; or professional certification and 2 years experience; or military training in area of specialty and 2 years experience; or HS degree and 6 years experience. Prior quality assurance experience preferred and six to nine months related experience and/or training.

• Must be able to lift up to 60 lbs.
• Operate motorized lift truck.

This position requires driving government owned, CTI owned, personal owned or rental/leased vehicles. Employee must maintain driving eligibility throughout employment in accordance with state and local laws and the established CTI Vehicle Safety Policy. Security Clearance: A favorable T1 (Formerly NACI) background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.