Sebastian Tech Solutions ยท 6 hours ago
Remote Service Desk Agent - Secret Clearance Required
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Sebastian Tech Solutions provides enterprise IT, logistics, and management support services. They are seeking motivated Tier I Help Desk Agents to support the Federal Government by resolving technical problems for clients and ensuring high levels of customer service.
Cloud ComputingConsulting
No H1BU.S. Citizen OnlySecurity Clearance Required
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Responsibilities
Resolve problems for clients via telephone, email, chat, and web sessions.
Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Deliver consistently high levels of customer service.
Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Ensure to write accurate documentation of interactions, incidents, and problems.
Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Ensure the end-to-end customer experience and provide a single point-of-contact for the customer.
Analyze and resolve incidents and requests regarding use of application software or hardware.
Support multiple clients through customer service professionalism and insight.
Document resolutions and updates self-help and staff knowledge bases.
Qualification
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Required
HS diploma
Current or ability to obtain A+ certification or above
Current Secret level security clearance
Demonstrated ability to learn customer support processes and techniques
Good analytical skills
Ability to solve problems
Competency in MS Office Suite
United States Citizenship
Current Department of Defense Secret or Top Secret Clearance
Preferred
Relocate before starting work (Preferred)
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off