SCA - Customer Service Representative
- Military veterans preferred
2020-03-22 SAIC (www.saic.com)
Augusta Georgia 30901 United States
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.
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.
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