Job Details
Position: Call Center Representative
Location: Washington, DC
Duration: Long Term
Work duties are performed remotely except on site presence is requested.
The call center is open 24/7/365, thus weekend and holidays availability are expected.
Duties:
- Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
- Providing telephone, email and walk-in support to the client end-user community.
- Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
- Issues will include problems, errors, training, general questions, and general use.
- Able to work independently and with minimum supervision
- Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).
- Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.
- Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
- Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
- Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
Call Answer Rate ( ACR) |
91.5% |
Dropped Call Rate ( DCR) |
8.5% |
First Call Resolution ( FCR) |
70% |
FCR for O365 |
70% |
Password Reset |
85% |
- Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
- Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
- Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.
- Adhere to all OPM and company policies and procedures.
- Assist with evaluating/testing new technologies for the agency.
REQUIRED SKILLS:
- A combination of the desired certifications or a higher education degree in IT related field are required
- Strong customer service skills.
- Excellent oral and written communication skills.
- Excellent phone etiquette.
- Ability to work with users that have limited technical knowledge.
- Ability to instruct users utilizing verbal communication.
- Ability to work in a fast-paced, dynamic environment.
- Ability to interface with all levels of management.
- Excellent time management, scheduling, and organizational skills.
- Ability to work well independently or in a team setting.
- Attention to detail.
- High degree of patience.
- Strong technical aptitude including excellent troubleshooting skills.
- 1-2 years' experience in technical Help Desk environment.
- 1-2 years' experience working within an Active Directory environment
- 1-2 years' experience in troubleshooting issues with Windows 10 operating system
CLEARANCE REQUIREMENTS:
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tion and must meet eligibility requirements for access to classified information.)Clearable to a Public Trust (Applicants selected will be subject to a government security investiga
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.