Abacus Technology

  • Customer Service Representative III/Shift Lead

    Job Locations US-MS-Stennis Space Center | US-Other Location
    Posted Date 8 months ago(5/14/2018 1:12 PM)
    Job ID
  • Overview

    The Abacus Team is seeking a Customer Service Representative to provide Tier 1.5 support and act as a Shift Lead for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.


    • Use customer-centric and innovative approaches to provide technical leadership and coordination of the day to day activities of the service desk CSRs, including:
    • Answer phones to provide first line of customer support and basic troubleshooting to address customer issues (e.g., general inquiries, nontechnical questions, password recovery, website navigation assistance, basic procedural howto questions).
    • Acting as an escalation point and helping CSRs to resolve or escalate unresolvable issues to Tier-2 support.
    • Record/categorize/prioritize/escalates SD tickets based on SLAs, SLOs, SOPs.
    • Act as the single Point of Contact for individual customers to report difficulties with IT services and a focal point for all stakeholders.
    • Take responsibility for the control of incidents from initial logging through to closure.
    • Restore normal service as quickly as possible and thereby maximize service availability.
    • Identify root causes of incidents via a problem management process to prevent reoccurrence.
    • Provide continuous process improvements
      • Create Service Desk standard operating procedures.
      • Create a knowledgebase to enable first contact resolutions.
      • Improve customer service, perception, and satisfaction and assist in improving productivity of Executive Office staff.



    Master’s Degree or Higher, alternatively 15+ years of experience in customer/user service in providing technical support in person or over the phone.


    Experience and Skills:

    10 years of experience in a help desk environment required. Proven experience leading and coordinating day to day activities of the service desk customer service representatives.   Experience with modern, integrated ticketing systems. Able to interact with people at all levels of an organization as well as clients and vendors. Must have analytical, planning, and organizational skills. Must be a team player with a proactive, positive “can do” attitude and a strong work ethic and customer service oriented attitude. Solid communication skills are critical.


    Previous experience supporting DHS USCIS desirable. HDI, CompTIA A+ and/or ITIL v3 Foundation certifications desired. 


    Must be a US Citizen.  Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information.  Position may require a current/active Public Trust.




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