85 applicants

Company

RCG International · 4 days ago

FULL TIME - Help Desk/Call Center Specialist

O'Fallon, IL

Full-time

Remote

Entry Level

$15/hr - $15/hr

1+ years exp

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ConsultingIndustrial

No H1B

Security Clearance Required

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Responsibilities

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers.

Responsible for 24 hours a day/7 day a week (24/7) operations supporting a variety of US government systems.

Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax.

Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.

Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.

Manage requests, escalating as appropriate with follow up to resolution

Provide FCR (first call resolution) to commonly known issues

Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.

Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.

Interview users to collect information about problems to determine source of error.

Log and track call information using the ServiceNow CRM software.

Place outbound customer survey calls.

Assist in developing standard resolutions for common user problems.

Use existing tools for the SRC and related functional tools in support of the transportation application customers.

Generate standard reports and update the customer on high priority issues.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITIL knowledgeMicrosoft WindowsServiceNowOracle Siebel CRMTechnical troubleshootingTelecommunications managementPublic Trust clearanceHDI-CSR certificationEnglish language fluencyKeyboarding skillsCall center experience

Required

Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment

High school diploma or GED required; associate or bachelor’s degree is a plus.

Must be able to obtain NACI Public Trust clearance.

Open to rotating work schedule is a must.

Must be detail oriented, particularly when multitasking

Pleasant, professional, and courteous phone skills

Basic keyboarding skills with the ability to type 35 WPM

1+ years of customer service experience is required.

Experience working in network, systems or telecommunications management operations is desired.

Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.

Preferred

Previous call center experience

Ability to train others

Public Trust clearance highly desired

HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus, but not required to be considered for the position. An HDI-CSR certification must be obtained after starting with CWS in this role (provided at CWS’ expense).