Call Center Agent

Our client is currently interviewing for a Civilian Agency Call Center Agent position in Chantilly, VA. The Agent will be responsible for providing courteous customer support by telephone and electronic mail for 18,000 local and national government.

 

NOTE - THIS IS A 12-9 SHIFT

 

RESPONSIBILITIES:Answer incoming customer calls and respond to e-mail requests for technical support and information inquiries in a fast paced Call Center environment. Must perform at or above established service level agreement requirements for incoming call and email response time, and first call problem resolution.  Accurately classify, prioritize, and record details for all problem reports and information inquiries into the Remedy ARS system.  Work within established procedures and guidelines to record, update, escalate, and track cases through to resolution. The Agent must be assertive, work well as part of a large team, and have the ability to research, triage, troubleshoot, and resolve reported COTS, GOTS, proprietary, and web-based software applications, desktop, intranet, and basic network connectivity issuesProvide technical support for NT and Novell based Local Area Network (LAN) user account administration and related Wide Area Network (WAN) and remote access technology. 

 

REQUIREMENTS:Candidates must be Citizens or Green Card HoldersCandidates must also be able to pass public trust background investigation.Qualified candidates will have an Associates degree, and may also possess MS or A+ certifications.  Must have 1 – 2 years minimum Call Center or Help Desk experience in a high volume telephone-oriented technical support environment. Posses excellent written and verbal communication skillsAbility to walk user through re-creating, troubleshooting, resolving problems effectivelyMust be detail orientedHave a clear and articulate speaking voiceExperience providing technical support services to government clientsTCP/IP Working knowledge of software application, server, and network system security

 

The Call Center Agent must have experience using or working knowledge of the following applications and technologies:CRM system, case management and call tracking experience; preferably  using Remedy ARSLotus Notes mail / Domino Directory All Microsoft desktop applications, i.e. Word, Excel, OutlookRemote connectivity/VPN applicationsTerminal emulation software: like Reflections, DynacomNovell or NT local user account management and networking technologyDesktop and remote access software installation, configuration, and troubleshooting Internet Browser software: Internet Explorer, Netscape

 

Clovis is a different type of Information Technology, Outsourced Recruiting and Accounting & Finance staffing firm. Clients and candidates benefit from our highly-personal, consultative and selective approach to recruiting. Our win-win approach to recruiting helps our candidates and clients operate more efficiently and profitably.