What are the responsibilities and job description for the Call Center Specialist position at Peraton?
Responsibilities
The Call Center Specialist performs all Tier 0 functions of a call center supporting a large IT enterprise during normal business hours 8AM – 4PM Monday through Friday. Our work and success depend on our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
- Responsible for first contact with end customers
- Use detailed work instructions and how-to articles to support first contact resolution of issues.
- Create and update knowledge articles, detailed work instructions, and “How to” articles to ensure all call center specialist provide expedient and efficient first contact with customers.
- Document issues in the ticketing system and as necessary escalate to Tier 1 personnel for resolution of more complex issues.
- Keep customers up to date on the status of issues / requests throughout the resolution process.
Qualifications
Required Qualifications:
- Required Experience: BA/BS and a minimum of 3 years of full time (40 hours a week) call center experience. Experience can be substituted for education.
- Required Technical Skills: IAT Level II certification (DoD 8570 Compliance)
- Security Clearance Level: Active Top Secret with SCI Eligibility
- Required Skills and Abilities: Excellent verbal and written communication skills. Interagency Language Roundtable level 3 - English
Desired Qualifications:
- Preferred Skills: BS/BA Highly Desired
- Help Desk Institute Certification
- ITIL certification
- Jira experience
Peraton Overview
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.
Target Salary Range
$80,000 - $128,000. This represents the typical salary range for this position based on experience and other factors.EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Salary : $80,000 - $128,000
