Overview: The Tier 1 Call Center Agent role is crucial for handling customer interactions and providing first contact resolutions. This position involves managing inbound and outbound customer contact through various channels, including voice, emails, and online chat. The agent will actively listen to determine customer needs, answer questions, and provide information with courtesy, patience, and professionalism. The role also includes researching knowledge articles to respond to customer inquiries about HNCJ products and services, taking immediate action on service requests, and escalating issues as necessary. The agent will create records of contact types in the government-hosted ServiceNow ITSM tool for referral and historical purposes.Location:
Clearance Requirements:
- TS/SCI clearance required.
Essential Roles and Responsibilities:As a Tier 1 Call Center Agent, you will be responsible for handling customer interactions and providing first contact resolutions.Key Responsibilities:
- Customer Interaction: Handle inbound and outbound customer contact through voice, emails, and online chat. Actively listen to determine customer needs and answer questions with courtesy, patience, and professionalism.
- Information Provision: Research knowledge articles to respond to customer inquiries about HNCJ products and services. Provide clear and immediate first contact resolutions, ensuring the customer understands the solution.
- Service Requests: Take immediate action on service requests, identify concerns, and route them to the appropriate department for escalated issues. Determine the complexity of inquiries and escalate them if necessary.
- Reporting: Identify and report unusual or repetitive customer inquiries, complaints, or misinformation to the Problem Manager, supervisors, appointed personnel, and government leads. Create records of contact types in the government-hosted ServiceNow ITSM tool for referral and historical purposes.
QualificationsEducation:
- Associate degree in a relevant technical field or at least two years of experience in a technical help desk position or technical support.
Experience:
- Experience with software application troubleshooting and tiered escalation processes.
- Familiarity with Information Technology Service Management Tools such as ServiceNow, Jira Service Management, BMC Remedy, etc.
- General familiarity with networking and software applications.
Certifications:
- IAT level I Certification
- IT Certified Professional - Entry level
Preferred Skills
- Strong attention to detail and problem-solving abilities.
- Excellent technical documentation skills.
- Ability to work effectively within Agile development environments.
Other Skills
- Strong analytical and communication skills.
- Commitment to delivering high-quality results on schedule.
Additional InformationThis job opportunity is for a proposal effort. All resumes are being considered for future contract opportunities.We are an Equal Opportunity/Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.