SCA - Customer Service Representative - Military veterans preferred

2020-03-22
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Augusta
Georgia
30901
United States

Description

We are currently seeking a motivated, career and customer oriented associates to join our team to begin an exciting and challenging career with SAIC.

 

This is a pathway position for aspiring IT professionals. Career progression may include government security clearances and industry certifications.

 

We support Military Spouses under the Military Spouse Employment programs

 

  • Responsible for providing the first-line of customer support of hardware, systems, sub-systems and/or applications for customers and/or employees.
  • Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Escalates complex problems to higher tiers as required.
  • Typically provides customer support for internal and external customers. Escalates complex problems to higher level of expertise within organization.
  • Documents all customer interactions within a ticketing system.

Key Responsibilities:

  • Provide exceptional customer service.
  • Provide customer support through various contact methods such as phone, chat, email.
  • Respond to customer support requests in a fast, efficient and friendly manner.
  • Accurately and thoroughly document customer requests.
  • Resolve customer incidents and requests if able or assign to higher tiers as required.
  • Act as a single point of contact for existing incident and requests.
  • Provide customers with a reference number for their incident/request.
  • Identify process and procedures which need to be corrected or added to the Knowledge base.
  • Understand and uphold internal and external policies and procedures.
  • Manage time and workload to meet predetermined service levels.

Qualifications

  • 6-12 months providing exceptional customer service - highly desirable.
  • Friendly, outgoing with good telephone etiquette.
  • Familiarity with US Military culture a plus.
  • 6 months previous experience in Information Technology or the desire to learn.
  • Able to accurately and thoroughly document customer interactions with proper grammar, spelling and punctuation

 

Education / Certification / Security 

 

Minimum High School Diploma