What are the responsibilities and job description for the Call Center Support II position at SAIC?
Job ID: 2300699
Location: WASHINGTON , DC , US
Date Posted: 2023-01-17
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: No
Description
We are currently seeking a motivated, career and customer service oriented representative to join our team in Washington DC to begin an exciting and challenging career with SAIC.
In this role you will provide remote support to users for program application/software issues and problems. Take calls from end users, input end user incident information into the program’s ticketing application, diagnose issues, recommend Tier 1 level solutions, and provide follow-up. Possess an entry level experience and understanding of MIS environments. Use a standardized problem management database and help desk ticketing system (BMC Remedy).
Duties/Tasks and Responsibilities:
Support the Asset Forfeiture Customer Service Center (CSC) by performing the following duties under the direction of the CSC Manager:
- Provide first level phone support for end users and internal staff of the Asset Forfeiture Program.
- Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications.
- Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system.
- Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution.
- Develop and/or proof read documentation.
- Support the CSC Manager to accomplish new project initiatives and administrative tasks
Qualifications
Required Qualifications:
- HS and 2 years or more of related experience
- US Citizenship is required
- Must pass a DOJ Minimal Background Investigation, MBI, Level 5 background investigation. Valid EQIP JPAS transfers acceptable
- Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery
- Minimum 6 months previous experience in providing Service Desk services or in customer service support
- Demonstrate experience utilizing Remedy, Microsoft Office Applications, and Skype.
- Ability to troubleshoot and effectively communicate with other team members
- Must be detail oriented and must be able to think independently
- Ability to track and monitor tasks to completion
- Excellent decision making and problem solving skills
- Must be team oriented and professional
- Excellent customer service and communication skills
- Must have a collaborative approach and team player attitude
- Work normal scheduled hours during core hours between 7:00am to 8:00pm
- Work late shifts as assigned where hours are from 12:00pm to 8:00pm.
Technical Proficiencies:
- Able to triage Tier 1 incidents with customer calls.
- Able to utilize BMC Remedy to input service ticket information
- Able to utilize VoIP phone system to answer and/or transfer calls to appropriate Tier 2 resolvers
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.
We are approximately 26,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Salary : $7 - $0
