What are the responsibilities and job description for the Customer Service Representative II position at Amatriot Group, LLC?
Job Title: Customer Service Representative IIClearance: TS/SCI CI PolyLocation: Annapolis Junction, MDJob Type: Full-TimeTarget Salary Range*: $50,000 - $65,000*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salaryPosition DescriptionResolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.Essential Job FunctionsProvides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.Provides polite and customer friendly service support for problem resolutionAttempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when requiredDocuments incident status and solutions in incident database toolsPossesses current working knowledge of computers, printers, laptops and common windows applicationsWorks through various types Tier II issues with telephone assistProvides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capabilityCertifications REQUIRED (MUST HAVE BOTH 120 days after start date):CompTIA Security And one of the following:A CE (CompTIA)?HDI-CSR (Customer Service Representative)HDI-SCD (HDI Support Center Director)HDI-SCA (HDI Support Center Analyst)ITIL FoundationMicrosoft Office 365Education/Experience:High School Diploma/ GED Relevant experience: 3 years CCC Academy graduateAssociates Degree Relevant experience: 1 year CCC Academy graduateBachelors Degree Relevant experience: 0 years CCC Academy graduateMasters Degree Relevant experience: 0 years CCC Academy graduatePhD Relevant experience: 0 years CCC Academy graduate?
Salary : $50,000 - $65,000
