Customer Technical Support Representative 3 (SCA)

About the Role

Peraton is seeking Customer Support Representatives to support the Department of Defense's Defense Travel Management Office (DTMO) Travel Assistance Center (TAC), which assists Department of Defense Temporary Duty (TDY) Travel through the Defense Travel System (DTS). This position is 100% remote.

Responsibilities

• Answer incoming calls and chats from customers to address inquiries, handle complaints, troubleshoot problems, and provide non-technical information. Customers may include Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers, and others.
• Respond to customer inquiries, provide product and service information, and process orders, forms, and applications.
• Make outbound service calls to potential customers as needed.
• Utilize mechanized systems to initiate and complete service orders and handle customer requests.
• Research required information using available resources.
• Identify and escalate priority issues and complaints.
• Follow up on customer calls where necessary.
• Complete call logs and produce call reports and/or metrics.
• Work in one or multiple queues/skill sets (e.g., general support, travel reservations, finances).
• Assist in training new employees.
• Support general inquiries or those related to reservations, financial matters, or technical matters.

Requirements

• 2-4 years of work experience with a High School diploma.
• High School level reading, writing, and analytical skills.
• Excellent communication skills.
• Must be a U.S. Citizen.
• Must have an Active Secret with a Tier III Background Investigation.
• Experience with problem-solving and customer solutions.

Qualifications

Required Qualifications

• 3+ years of experience on the Travel Assistance Center program.
• 3+ years of experience with government travel systems.
• 3+ years of experience with the Defense Travel System (DTS).
• 3+ years of experience with RightNow.
• 3+ years of travel industry customer and technical experience.

Preferred Qualifications

• 5+ years of experience on the Travel Assistance Center program.
• 5+ years of experience with government travel systems.
• 5+ years of experience with the Defense Travel System (DTS).
• 5+ years of experience with RightNow.
• 5+ years of travel industry customer and technical experience.
• 5+ years of experience with Government financial systems.
• 5+ years of experience with Global Distribution Systems (GDSs).

Pay

Target salary range: $20.00 - $25.00 per hour. Salary is determined by various factors, including scope and responsibilities of the position, experience, education, knowledge, skills, competencies, geographic location, and business/contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.