04/21/2022
G2IS is seeking Full and Part-Time Customer Support Specialists, Level 1 to work in O'Fallon, IL, or other remote locations upon approval.
Please Note: This position is contingent upon passing and maintaining the required Public Trust clearance. Your continued employment is contingent upon your ability to obtain and maintain the required access.
Job Description:
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/ 7 days a week (24/7) operations supporting a variety of US government systems.
Required Skills:
• Eligible for NACI Public Trust security clearance
• Answer, evaluate, and prioritize customer incidents submitted via telephone, voicemail, e-mail, self-service website, and fax
• Understand and evaluate technical issues and apply fundamental knowledge 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.
• Use ITIL-integrated ticketing to resolve incidents, 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 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 help desk system
• 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
• Experience: 0-4 years of experience in customer service or related technical environments.
• Must be able to type at 40+ WPM
• Fluent in English language, able to problem solve, and the ability to work in a fast-paced environment
Desired Skills:
• HDI Customer Service Representative (HDI-CSR)
G2IS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. G2IS promotes affirmative action for minorities, women, disabled persons, and veterans.
G2IS is a Service Disabled Veteran Owned and Woman Owned Small Business and a leading provider of technology services to the United States Federal Government. We are focused on people, performance and partnership. Every day, our 100+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.
