What are the responsibilities and job description for the Customer Service Representative II position at The Amatriot Group?
Clearance: TS/SCI CI Poly
Location: Annapolis Junction, MD
Job Type: Full-Time
Target Salary Range*: $50,000 - $65,000
Resolves 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 Functions
Location: Annapolis Junction, MD
Job Type: Full-Time
Target 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 salary
Resolves 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 Functions
- Provides 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 resolution
- Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
- Documents incident status and solutions in incident database tools
- Possesses current working knowledge of computers, printers, laptops and common windows applications
- Works through various types Tier II issues with telephone assist
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- CompTIA Security
- A CE (CompTIA)
- HDI-CSR (Customer Service Representative)
- HDI-SCD (HDI Support Center Director)
- HDI-SCA (HDI Support Center Analyst)
- ITIL Foundation
- Microsoft Office 365
- High School Diploma/ GED Relevant experience: 3 years CCC Academy graduate
- Associates Degree Relevant experience: 1 year CCC Academy graduate
- Bachelors Degree Relevant experience: 0 years CCC Academy graduate
- Masters Degree Relevant experience: 0 years CCC Academy graduate
- PhD Relevant experience: 0 years CCC Academy graduate?
Salary : $50,000 - $65,000