Description
We are seeking a Security Technology Assistance Center (STAC) Call Center Technician to support the U.S. Department of State via excellent customer service telephonically, in email and electronically.
Responsibilities
- Provide excellent customer support via telephone, email, and other electronic means to respond to customer inquiries and resolve routine issues
- Attempt to resolve requests during first contact (at Tier I/II level) using critical thinking, efficiently escalate requests to Tier III as required
- Provide knowledgeable responses to escalated, high priority, or supervisor calls in a courteous and professional manner
- Responsible for productivity, quality, and timeliness of work in the completion of program and department tasks and goals
- Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Specialist, other contractors and government personnel supporting the program
- Demonstrated experience providing strong customer service and problem solving skills
- Ability to prioritize and complete tasks to meet contract standards is required
- Assist in information reporting and development as needed
- Proofread documents for grammatical correctness and adherence to standards and format
- Provide input on process improvements
- Maintain current knowledge of relevant technologies as assigned
- Evaluate orders and update systems with accurate data
- Uses computer systems to track and respond to requests and enter orders
- Supports customer with logistical, order, systematic and technical requests and concerns
Qualifications
- 2+ years of related experience
- Active Secret Clearance preferred, plus ability to obtain Top Secret
- Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training or work/military experience
- Customer Service experience preferred, but not required
- Logistics experience preferred, but not required
- Must be well organized and extremely detail oriented
- Maximo/CMMS Proficiency preferred but not required
- Microsoft Office Proficiency required
Benefits
- 401K with company match
- Comprehensive health and wellness packages
- Internal mobility team dedicated to helping you own your career
- Professional growth opportunities including paid education and certifications
- Cutting-edge technology you can learn from
- Rest and recharge with paid vacation and holidays