Help Desk Representative
CAtegory:
Clearance:
Location:
Telecommute:
About Peraton
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees solve the most daunting challenges that our customers face. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
Program Overview
About The Role
Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.
- First point of contact for Tier 2 requests that are escalated to the Global Cyber Center
- Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)
- Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
- Route tickets in accordance with documented procedures
- Perform quality assurance follow-up with customers/end users
- Comply with documented processes and procedures
- Monitor group mailboxes and prioritize emails by order of importance
- Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
- Provide reporting (as needed)
- Maintain a professional demeanor with our military, civilian and contractor customers
Qualifications
- HS diploma +2 years of customer service, inside sales and/or help desk experience
- Active DoD Secret clearance
SCA / Union / Intern Rate or Range
SCA
Details
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
