Application Support Agent

Required Qualifications:

• High School with 2 years’ experience
• Must be US Citizen
• Ability to obtain Department of Defense security clearance (ADP II Public Trust) Strong critical thinking skills that facilitate expedient problem solving
• Must be capable of supporting and maintaining proficiency for a wide range of services The ability to effectively communicate technical matters to a non-technical audience Strong customer service and communications skills
• Must be able to multi-task in a fast-paced environment with shifting priorities Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint) Familiar with Service Desk support methodology

• Familiarity with Military Health Systems is preferred Relevant technical certifications preferred
• Familiar with ITIL (certification preferred) HDI certification preferred

Peraton is seeking an Application Support Agent. This position will perform the following duties (but not limited to):

• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
• Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications.
• May also make outboard service calls to potential customers.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
• Researches required information using available resources.
• Identifies and escalates priority issues and complaints.
• Follows up customer calls where necessary.
• Completes call logs and produces call reports.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• May assist in training new employees.