Yesterday
Top Secret/SCI
Early Career (2+ yrs experience)
IT - Support
San Antonio, TX (On-Site/Office)
For more than a decade, Karthik Consulting has been a reliable and trusted advisor to our Government customers, providing independent and unbiased recommendations and solutions to mitigate risk and help solve IT issues. We bring the innovation, passion, and agility of the commercial sector to meet the unique challenges of this competitive space.
Karthik Consulting is seeking 5 Tier 1 Call Center Personnel with the below skillset.
Position Description: Tier 1 Call Center Agent
Clearance: TS/SCI
Certifications: IAT Level I Certification
Role/Title: IT Certified Professional – Entry Level
Responsibilities:
• Handle inbound and outbound customer contact including voice, emails, and online chat.
• Listen actively to determine customer needs and answer questions.
• Demonstrate courtesy, patience, and professionalism while providing information to customers.
• Research knowledge articles to answer and respond to customer inquiries pertaining to Cryptologic and Cyber Systems Division (HNCJ) products and services.
• Take immediate action on service requests and provide first contact resolutions that are clear, meet the customer’s needs, and confirm the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines.
• Identify concerns and route to the appropriate department to address escalated customer and service issues.
• Determine complexity of inquiry and if it should be escalated, route inquiry in a timely manner.
• Identify and report unusual or repetitive customer inquiries, complaints, or areas of misinformation to the Problem Manager, supervisors, appointed personnel, and government leads.
• Create a record of the type of contact in the government-hosted ServiceNow ITSM tool for referral and historical purposes.
Qualifications:
1. Education: Associate degree in a relevant technical field or at least two years’ experience in a technical help desk position or technical support.
2. Experience:
o Experience with software application troubleshooting and tiered escalation processes.
o Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy, etc. .)
o Familiarity with general networking and software applications.
Performance Location: San Antonio, TX
Key Skills:
• Technical proficiency: Ability to handle technical inquiries and provide solutions.
• Communication: Strong verbal and written communication skills.
• Problem-solving: Ability to identify issues and route them appropriately.
• Customer service: Demonstrate professionalism and patience in customer interactions.
Additional Requirements:
• Onsite presence: Maintain 100% personnel manning levels onsite within the greater San Antonio, Texas metropolitan area.
• Collaboration: Work effectively with Tier 2 and Tier 3 personnel for escalations and resolutions.
• Documentation: Ensure all interactions are documented in the government-provided ITSM tool.
This position is essential for maintaining the operational efficiency and customer satisfaction of the HNCJ Enterprise Service Center.
Karthik Consulting is seeking 5 Tier 1 Call Center Personnel with the below skillset.
Position Description: Tier 1 Call Center Agent
Clearance: TS/SCI
Certifications: IAT Level I Certification
Role/Title: IT Certified Professional – Entry Level
Responsibilities:
• Handle inbound and outbound customer contact including voice, emails, and online chat.
• Listen actively to determine customer needs and answer questions.
• Demonstrate courtesy, patience, and professionalism while providing information to customers.
• Research knowledge articles to answer and respond to customer inquiries pertaining to Cryptologic and Cyber Systems Division (HNCJ) products and services.
• Take immediate action on service requests and provide first contact resolutions that are clear, meet the customer’s needs, and confirm the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines.
• Identify concerns and route to the appropriate department to address escalated customer and service issues.
• Determine complexity of inquiry and if it should be escalated, route inquiry in a timely manner.
• Identify and report unusual or repetitive customer inquiries, complaints, or areas of misinformation to the Problem Manager, supervisors, appointed personnel, and government leads.
• Create a record of the type of contact in the government-hosted ServiceNow ITSM tool for referral and historical purposes.
Qualifications:
1. Education: Associate degree in a relevant technical field or at least two years’ experience in a technical help desk position or technical support.
2. Experience:
o Experience with software application troubleshooting and tiered escalation processes.
o Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy, etc. .)
o Familiarity with general networking and software applications.
Performance Location: San Antonio, TX
Key Skills:
• Technical proficiency: Ability to handle technical inquiries and provide solutions.
• Communication: Strong verbal and written communication skills.
• Problem-solving: Ability to identify issues and route them appropriately.
• Customer service: Demonstrate professionalism and patience in customer interactions.
Additional Requirements:
• Onsite presence: Maintain 100% personnel manning levels onsite within the greater San Antonio, Texas metropolitan area.
• Collaboration: Work effectively with Tier 2 and Tier 3 personnel for escalations and resolutions.
• Documentation: Ensure all interactions are documented in the government-provided ITSM tool.
This position is essential for maintaining the operational efficiency and customer satisfaction of the HNCJ Enterprise Service Center.
group id: 91008401
