Job Title: IT - Customer Technical Support Representative 4
Location work will be performed: Raleigh - NC
Resumes must contain screenshots of typing tests in order to be qualified for this posting. Resumes still need to be in template as well, 4 pages or less.
Candidates must be able to type 45 WPM.
Shifts are 2pm-10pm, and 10pm-6am, Sun-Thurs and Tues-Sat. Interview will be via phone; worker will be onsite for the assignment.
Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client’s, the US Client Service, website.
Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.
Point of contact (POC) for feature/function and level one support problems originated by supported end-users.
Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.
Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.
Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.
Support various Tier 1 platforms as directed by management/team lead(s).
All candidates will be required to pass a behavioral and technical interview.
Must obtain the client’s sensitive and Perspecta mandated clearance, to include drug screening, criminal history, and credit check. The clearance process can take two through five weeks before a candidate is able to start work.
When the candidate's work order is started the agency supplier is responsible for providing drug screening. Failure to submit the drug screening results will delay the security clearance process.
If a candidate is given an interim clearance, continuation of employment is then based upon the candidate receiving the final US Postal Service sensitive clearance.
All candidates must be US Citizens hold a valid Green Card.
Candidates cannot have more than six consecutive months outside the United States within the last five years. Military service excluded. (Exception does not include military family members.) The enforced dress code is business casual, i.e. collared shirt with slacks for men, no skirts above the knee for women.
Qualifications: Education and Experience Requirements:
A high school diploma or equivalent, minimally. A two- or four-year post-high school degree in a technical field is preferred.
May hold entry level certification(s) in field of work.
****Must have, two - three years of work experience in a helpdesk or call center environment. Previous experience supporting customers via live chat is preferred*** Candidates without the necessary experience will be disqualified.
Candidates must be able to type 45 WPM.
Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:
Microsoft Office 2016
Microsoft Outlook 2016
Live Chat and/or any Customer Relationship Management (CRM) software tools.
Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.
Showcase the ability to communicate well (orally and in writing) working with the client’s consumers/customers.
Positive attitude and work ethic.
Ability to work well alone or within a team setting.