SCA - Customer Service Representative - Military veterans preferred

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.

• 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