ELSC CSR II

Position summary: 

The ELSC CSR II will provide fast, friendly, and efficient technical support services to customers throughout CNIC major command by performing the following duties.

Essential Duties and Responsibilities: 

Job duties include the following:

• Provide customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.

• Provide Support Services for all CNIC users of Subscriber Units, including but not limited to, programming, repair, and testing of equipment.

• Proficient in the use of Remedy in order to create, track and complete tickets in Remedy Tracking Software.
• Records all customer service support in Remedy Tracking Software.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.
• Completes, maintains and processes pertinent paperwork and records, to include workload data for appropriate applications.
• Ensure continuity of information between ticketing systems and software applications.
• Receive, inventory and store all shipments of equipment.
• Maintain inventories keeping detailed record of each new or returned product as it enters or leaves the work center or warehouse.
• Load and manage all assets into the Remedy tracking system and WASP inventory system.
• Complete shipments of equipment to and from locations worldwide.
• Testing equipment
• Process Return Material Authorization (RMA) of defective equipment to OEM or repair depot to maintain sufficient quantity of ready spares.
• Manage use of equipment repair banks.
• Shipment of assets to locations worldwide.
• Coordinate delivery and pickup up equipment.
• Interpreting and ensuring compliance with CNIC policies and government regulations affecting ELSC processes and procedures.
• Assists in training new CSRs on use of new applications/processes, as directed.
• Issue written and oral instructions.
• Operate office equipment.
• Attendance and punctuality are essential functions of this position.
• This position may require occasional travel
• This position is an on-site position
• Other duties may be assigned

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Speaking - Talking to others to convey information effectively.
• Time Management - Managing one's own time and the time of others.
• Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Attributes:

• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Speech Recognition - The ability to identify and understand the speech of another person.
• Manual Dexterity - The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects.
• Trunk Strength - The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing.
• Static Strength - The ability to exert maximum muscle force to lift, push, pull, or carry objects.
• Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Extent Flexibility - The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

Education and Experience: BA/BS degree in a related area and 1 year experience; or AA degree in a related area and 2 years experience; or professional certification and 2 years experience; or military training in area of specialty and 2 years experience; or HS degree and 6 years experience. Prior quality assurance experience preferred and six to nine months related experience and/or training.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to lift up to 60 lbs.
• Operate motorized lift truck.

Transportation:  This position requires driving government owned, CTI owned, personal owned or rental/leased vehicles.  Employee must maintain driving eligibility throughout employment in accordance with state and local laws and the established CTI Vehicle Safety Policy.

Security Clearance:  A favorable T1 (Formerly NACI) background investigation required.  No access to classified material granted.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.