Tier 1 Call Center Agent

Job-Specific Essential Duties and Responsibilities

• Handles inbound and outbound customer contact including but not limited to voice, emails and online chat.
• Listens actively to determine customer needs and answers questions.
• Demonstrates courtesy, patience and professionalism while providing information to customers.
• Research knowledge articles to answer and respond to customer inquiries pertaining to provided products and services.
• Takes immediate action on service requests and provide first contact resolutions that are clear, meets the customer's needs, and confirms the customer's understanding of the solution in accordance with DoD, USAF, and Program standards and guidelines.
• Identifies concerns and routes to the appropriate department to address escalated customer and service issues.
• Determines complexity of inquiry and if it should be escalated and routes inquiry in a timely manner.
• Creates a record of the type of contact in the government hosted ServiceNow ITSM tool for referral and historical purposes.
• Responsible for providing day-to-day technical support to customers for a range of hardware and software related systems.
• Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provide effective and timely resolution of users' problems, queries or complaints.
• Assist in hardware and software evaluation.
• Communicate information that requires some explanation or interpretation. Work is under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures.

Job-Specific Minimum Requirements

• Associate degree in relevant technical field or at least 2 years' experience in a technical help desk position or technical support.
• Experience with software application troubleshooting and tiered escalation processes.
• Experience with Information Technology Service Management Tools (ServiceNow, Jira Service Management, BMC Remedy etc.)
• Familiarity with general networking and software applications.
• IAT level 1 minimum, IAT level 2 preferred.

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Minimum Requirements

TCS257, S2, Band 2

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at ***email_hidden*** .

Minimum Salary

$25.00

Maximum Salary

$30.00