Call Center Representative (Tier 1)

Call Center Representative

Location: Washington, DC

Duration: Long Term

Work duties are performed remotely except on-site presence is requested. The call center is open 24/7/365, thus weekend and holidays availability are expected.

Duties:

• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Providing telephone, email and walk-in support to the client end-user community.
• Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
• Issues will include problems, errors, training, general questions, and general use.
• Able to work independently and with minimum supervision
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).
• Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.

Call Answer Rate (ACR) - 91.5%

Dropped Call Rate (DCR) - 8.5%

First Call Resolution (FCR) - 70%

FCR for O365 - 70%

Password Reset - 85%

• Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
• Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
• Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.
• Adhere to all OPM and company policies and procedures.
• Assist with evaluating/testing new technologies for the agency.

Required Skills:

• A combination of the desired certifications or a higher education degree in IT related field are required
• Strong customer service skills.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
• Strong technical aptitude including excellent troubleshooting skills.
• 1-2 years' experience in technical Help Desk environment.
• 1-2 years' experience working within an Active Directory environment
• 1-2 years' experience in troubleshooting issues with Windows 10 operating system

Clearance Requirements:

• Clearable to a Public Trust (Applicants selected will be subject to a government security investigation)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.