Customer Service Representative

• Support the Operational Help Desk by providing technical expertise and assistance on questions/issues related to the client’s fielded system
• Provide technical expertise and support for real-world contingencies involving the client’s fielded system
• During isolating events, ensure warfighters maintain 24/7 connectivity for critical operational missions, support or recover isolated personnel, and obtain necessary data if the system is unavailable
• Resolve trouble tickets immediately while the customer is on the line whenever possible
• Categorize and address unresolved tickets according to severity and required timelines
• Provide fixes or workarounds within 2 hours for critical issues
• Provide fixes or workarounds within 6 hours for serious issues
• Provide fixes or workarounds within 48 hours for medium issues
• Provide fixes or workarounds within 96 hours for low issues
• Deliver excellent customer service for all incoming calls
• Receive, understand, and respond to routine information inquiries and service requests through phone, email, fax, postal mail, and the internet
• Resolve less complex calls and inquiries
• Escalate more complex issues to CSR II or CSR III personnel
• Perform other duties as assigned
• Report to the Program Manager

• Associate’s Degree in IT or a related field, or at least 3 years of relevant experience
• Minimum of 1 year of experience in IT or a related discipline
• Minimum of 1 year of experience in call center operations
• Active Secret Clearance
• Must be able to pass a background check; may require additional background checks as required by projects and/or clients
• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner
• Exceptional verbal and written communication skills
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner
• Must be self-motivated and able to work well independently as well as on a multi-functional team
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel
• Willingness to work various shifts, including weekends, when required
• Must be physically and mentally able to perform duties extended periods of time
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position
• Must be able to establish a productive and professional workspace
• Must be able to sit for long periods of time looking at computer screen
• May be asked to work hours outside of normal business hours
• May be asked to work a flexible schedule which may include holidays

Demonstrates technical expertise in IT support and call center operations, ensuring effective resolution of issues while maintaining high standards of customer service. Capable of managing multiple priorities in a fast-paced environment with a focus on problem-solving and attention to detail.

• Technical Support
• Call Center Operations
• Active Secret Clearance
• Customer Service Excellence
• Problem-Solving Skills

• IT Support
• Trouble Ticket Resolution
• Analytical Skills
• Multitasking
• Attention to Detail

• Interpersonal Skills
• Verbal Communication
• Written Communication
• Organizational Skills
• Adaptability

• Associate’s Degree in IT
• Active Secret Clearance

• Operational Help Desk
• Fielded System
• Customer Service
• Service Requests
• Background Check

• MS Office
• Word
• Outlook
• Power Point
• Excel