Job Description:

Ready for What’s Next? Kratos Defense & Security Solutions develops and fields transformative, affordable technology, platforms, and systems for United States National Security related customers, allies, and commercial enterprises. We proactively build trusted relationships with our peers, partners and customers, and take ownership for our actions-always striving to do the right thing.

The Customer Service Representative will work directly with KRATOS Customers and will be the first line of service to follow Customer inquiries/requests submitted via phone, email, or trouble ticket; ensuring a high level of Customer Service to bring issues to Resolution in a timely and efficient manner.

Located in beautiful Colorado Springs, CO, this position is an essential part of Kratos Global Support group which provides 24x7 technical support for Kratos products and Kratos delivered systems.

Essential Job functions

• Member of the Global Technical support team, including shift work availability, generally during US business hours, to provide 24x7x365 support coverage.
• Track Hardware Repairs requests, coordinate/follow up internally with Repair Engineers, and send periodic updates to Customer.
• Performing and recording incoming inspection for RMA units
• Research/validate repair coverage for hardware repairs
• Interface with Shipping and Repair Engineers for Receiving/Returning failed hardware units
• Daily Interaction with Customers via telephone, Customer Portal, email, or VPN access to provide status update on open issues
• Customer Service attitude, global awareness, and excellent verbal and written communications.
• Respond to customer inquiries in a timely manner, providing accurate information and solutions.
• Clearly identifying and tracking customer reported issues and perform initial assessment, gathering logs, configuration, and related information.
• Follow established procedures for handling customer complaints and escalations.
• Responsible for updating Customer system configuration records.
• Utilize problem-solving skills to resolve customer issues quickly and efficiently.
• Ability to follow and/or provide written and oral step-by-step procedures.
• Ability to establish and maintain effective working relationships with internal and external customers inside and outside the work group.
• Use discretion and independent judgment when interacting with customers to provide assistance and advice as needed.
• Responsible for maintaining positive and loyal relationship between Kratos and its customers.

Experience and Skills:

• Knowledge of Windows Servers, Window Clients, Linux environment
• Microsoft Office (Word, PowerPoint, Excel)
• Excellent Organizational Skills
• Troubleshooting skills and techniques

Minimum Requirements

• Community College degree with two to three years of customer service experience in a related field, or any equivalent combination of training and experience.
• The ability to lift 25/50/80 pounds a few times a week to perform incoming inspections on failed hardware units.

#LI-Onsite

Competitive salary based on experience and education
Salary Range: $45,000-$55,000

Kratos is valued for our ability to design and deliver leading edge, resilient solutions for aerospace communication, control, awareness and mission success across a continuum of offerings-from commercial to tailored custom solutions and integrated programs. Customers trust us to stay relevant and know we are in it for the long-haul. We bring both the capability and confidence that our customers value and depend on. And, we always deliver.
Job Benefits:

• Medical, Dental & Vision Insurance Coverage
• Life/ADD & Short/Long Term Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan (ESPP)
• Paid Time-Off (PTO)
• Holidays
• Education Reimbursement

Kratos Defense is an Equal Opportunity Affirmative Action Employer. EOE, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class.
All qualified job seekers are encouraged to apply. Kratos Defense is committed to America's veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.
EEO Is The Law

Disability Accessibility Accommodation
If you require an accommodation to navigate or apply to our careers site, please send your request to HRAccessibility@kratosdefense.com or call 858-964-2916. Any inquires not related to requesting an accommodation will be discarded.

Pay Transparency
The company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

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From: Kratos Defense