Tier 1 Call Center Agent

About the role

Maximus is currently seeking a Tier 1 Call Center Agent. This is an on-site position that requires a TS/SCI clearance.

Essential Duties and Responsibilities

• Handles inbound and outbound customer contact including but not limited to voice, emails and online chat
• Listens actively to determine customer needs and answers questions
• Demonstrates courtesy, patience and professionalism while providing information to customers
• Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services
• Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer's needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines
• Identifies concerns and routes to the appropriate department to address escalated customer and service issues
• Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner
• Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes
• Responsible for providing day-to-day technical support to customers for a range of hardware and software related systems
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation
• Provide effective and timely resolution of users' problems, queries or complaints
• Assist in hardware and software evaluation
• Communicate information that requires some explanation or interpretation
• Work is under moderate supervision. Problems are typically of a routine nature but may at times require interpretation or deviation from standard procedures

Minimum Requirements

• Associate degree in relevant technical field or at least 2 years' experience in a technical help desk position or technical support
• Experience with software application troubleshooting and tiered escalation processes
• Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy etc.)
• Familiarity with general networking and software applications
• IAT level 1 minimum, IAT level 2 preferred

Pay

Minimum Salary $25.00, Maximum Salary $25.00