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Location

Rockville, MD | United States

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Job description

We are Hiring! We are looking for a Call Center Agents to join our high perfoming team!

 

What you will do: 

 

Primary responsibilities are first touch technical support and customer service. Agents ensure end users can accomplish business and education tasks by helping them resolve basic issues and providing frequently answered questions support. Agents receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues or hand off to next level support for further troubleshooting. Ability to work independently, self-manage job queues, and prioritize multiple tasks effectively. Function effectively as a team player in a fast-paced and change-orientated environment. Excellent communication and customer service skills. Motivated to expand knowledge and conduct research to document new issues and solutions.

• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications.
• Communicate with users to understand issues and provide solutions.
• Document and resolve incidents according to process specifications.
• Forward incidents which cannot be resolved to downstream support groups according to process specifications.
• Initiate escalations according to process specifications.
• Assist with training and supporting fellow agents.
• Expected resolution rate between 50% - 80%.

Required Qualifications

• HS with 4 years of technical support experience
• Basic understanding of computer technology and IT support
• Experience in customer service ideally gained in customer facing position(s)
• English proficiency in both verbal & written form
• Microsoft Outlook
• Microsoft Office (Word, Excel, PowerPoint)
• Basic Windows and/or MAC troubleshooting
• Basic mobile device troubleshooting with iPhone, iPad, and Android
• Basic PC hardware troubleshooting
• Basic understanding of network connectivityble to obtain and maintain the required agency security clearance
• Must be a US Citizen
• Must be a

Desired Qualifications

• A+, Network +, or Microsoft certifications a plus
• ITIL foundations desired
• ServiceNow experience

Benefits:

 

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

 

 

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

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Job tags

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Salary