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.
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.