Abacus Technology

  • Customer Service Representative I

    Job Locations US-MS-Stennis Space Center | US-Other Location
    Posted Date 2 months ago(5/14/2018 1:12 PM)
    Job ID
    2018-3255
  • Overview

    The Abacus Team is seeking Customer Service Representatives to provide Tier 1 support for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for U.S. Citizenship and Immigration Services (USCIS). These are full-time and part-time positions.

    Responsibilities

    • Answer phones to provide first line of customer support, addressing basic customer issues (e.g., general inquiries, nontechnical questions, password recovery, website navigation assistance, basic procedural “howto” questions).
    • Record/categorize/prioritize/escalate service desk tickets based on SLAs, SLOs, and 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 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.
    • Escalate unresolvable issues to Tier-1.5 or Tier-2 support.

    Qualifications

    Education: High School Diploma or GED equivalent required; Associate’s degree desired.

     

    Experience and Skills: 1+ years of experience in customer/user service in providing technical support in person or over the phone.  Experience in a Service Desk environment preferred. Experience with modern, integrated ticketing systems. Able to interact with people at all levels of an organization as well as clients and vendors. Must be customer focused and possess a service oriented attitude. Solid communication skills are critical. Previous experience supporting DHS USCIS desirable.  HDI certification 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.

     

    EOE/M/F/Vet/Disabled

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