Tier I Call Center Agent - JCC2-ESC

Tier 1 Call Center Agent Full Time San Antonio, TX (On-site) Top Secret/SCI Clearance Referral bonus: $500.00 Sign-on bonus: eligible. Job Responsibilities: Provides subject matter proficiency for work described in the task. Responsible for providing analytical skills to support process improvement, specialized studies, and definition of requirements. Typical duties include handling inbound and outbound customer contact including but not limited to voice, emails, and on-line messaging. Active Listening to determine customer needs and answer questions. Demonstrates courtesy, patience and professionalism while providing information to customers. Research knowledge articles to answer and respond to customer inquiries pertaining to customer products and services. Takes immediate action to service requests and provide first contact resolutions that are clear, meets customer needs, and confirms the customer's understanding of the solution in accordance with DoW, WSAF 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. Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to the Problem Manager, supervisors, appointed personnel, and government leads. Creates a record of this type of contact in government hosted ServiceNow ITSM tool for referral and historical purposes. Required Qualifications: An Associate's degree in relevant technical field or at least two years of experience in a technical help desk position or technical support role. Must obtain/maintain an IAT level 1 Certification. Must have a valid DoD TS/SCI eligibility Experience with software application troubleshooting and tiered escalation processes. Experience with Information Technology Service Management (ITSM) tools (ServiceNow, Jira Service Management, BMC Remedy, etc...) Familiarity with general networking and software applications. Desired Qualifications: Experience using ServiceNow and ITSM framework familiarity IAT level 2 Certification (Network+, Server+ or Security+) Semper Valens Solutions is an Equal Opportunity Employer Semper Valens Solutions proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth, or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active-Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at View phone number on click.appcast.io. Semper Valens Solutions is an affirmative action/equal opportunity employer - minorities, females, disabled, and protected veterans are urged to apply. Applicants have rights under Federal Employment Laws. #J-18808-Ljbffr Semper Valens Solutions