Call Center Engineer – Junior Job at SAIC
Job ID: 2306483
Location: REMOTE WORK, DC, US
Date Posted: 2023-05-05
Category: Customer Support
Subcategory: Call Center Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Yes
Description
Job Summary
- The DOT Tier 1 agent is the first line of contact with the DOT customer base.
- As such the agent is responsible for the creation of Interactions and Incidents.
- The Tier 1 Agent will provide basic technical and process assistance over the Phone and via Email.
- The Tier 1 Agent is expected to provide friendly, courteous support of all DOT employees and contractors.
- The Tier 1 Agent will be expected to take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.
- As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.
High Priority qualifications, skills, experience, certifications
- Experience taking calls and logging each interaction
- 7AM – 7PM, Mon – Fri Availability
- Stable work from home conditions
Role and Responsibilities
Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
Qualifications
Qualifications and Education Requirements
Must have a minimum of 2 years of experience supporting an IT service desk. Must possess a High School Diploma.
Preferred Skills
Experience working on a high call volume Service Desk
Additional Notes
Additional Notes
Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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