DMDC Tier 1 Customer Service Rep – DSC Knox (onsite)

TIER 1 CUSTOMER SERVICE REPRESENTATIVE - DSC

(General Clerk 3) / (EEO/Disability/Vets)

*Successful applicant must comply with federal contractor vaccine mandate requirements. *

Job Responsibilities:

Provide support to Defense Manpower Data Center (DMDC) Customers with Technical software, hardware and networking problems.

Job Duties:
• Resolve or escalate problems. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operator's difficulties.
• Analyze and recommend system modifications to reduce user problems.
• Maintain knowledge currency and highest level of technical skill in field of expertise.
• Provide customer service for an inbound contact center environment that supports hardware, software, and network communications for Defense Manpower Data Center (DMDC) applications.
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors.

Skills and Qualifications:
• Customer Service, Data Entry Skills, Focus/Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking, Advanced computer and keyboarding skills, Working knowledge of Microsoft Office programs.

Education:

Minimum High School Diploma or equivalent. Preferred Associates or Bachelor's Degree in any technical field. (Comptia Security plus, beneficial but not Mandatory)

Security Requirements:

Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.

The shift working hours for this position are: M-F, 2:00pm to 10:30pm EST. This is a 24-hour call center, therefore you must be able to work all shifts (some weekends and holidays are required w/ a rotating schedule).