Call Center Representative

Job Title: Call Center Representative

Location with zip code: Washington, DC

Duration: FTE

Job Description:

• Work duties are performed remotely except on site presence is requested.
  The call center is open 24/7/365, thus weekend and holidays availability are expected.

Role & Responsibilities:

• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Providing telephone, email, and walk-in support to the client end-user community.
• Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
• Issues will include problems, errors, training, general questions, and general use.
• Able to work independently and with minimum supervision.
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).
• Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Call Answer Rate ( ACR) 91.5%
• Dropped Call Rate ( DCR) 8.5%
• First Call Resolution ( FCR) 70%
• FCR for O365 70%
• Password Reset 85%
• Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
• Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
• Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.
• Adhere to all OPM and company policies and procedures.
• Assist with evaluating/testing new technologies for the agency.

Required Skills:

• A combination of the desired certifications or a higher education degree in IT related field are required
• Strong customer service skills.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
• Strong technical aptitude including excellent troubleshooting skills.
• 1-2 years' experience in technical Help Desk environment.
• 1-2 years' experience working within an Active Directory environment
• 1-2 years' experience in troubleshooting issues with Windows 10 operating system

Clearance Required:

• investigation and must meet eligibility requirements for access to classified information.)Clearable to a Public Trust (Applicants selected will be subject to a government security investigation

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.

Recognized among Best Company to Work For by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.22nd Century Technologies is an Equal Opportunity Employer" and s & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

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