Customer Technical Support Representative

 

Main characteristics

Location

Clinton, Tennessee

Company

Peraton

Industry

IT & Telecoms|Technical Support|Technical Care Representative

Job summary

Responsibilities:
Peraton is looking for motivated IT professionals to support our DHS account. This role is a Customer Technical Support Representative position directly support DHS staff via phone and social media applications.

Day to Day Work Responsibilities:

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

Will serve as the first point of contact for customers seeking technical assistance over the phone or email.

Uses automated information systems to analyze routine situations.

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

Resolves problems or contacts more senior technical support as necessary.

Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

Maintains network diagrams and circuit records.

Instructs users in the use of PCs and networks.

May perform basic PC, PBX, and network software programming.

Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Qualifications:
Basic Qualifications:

HS diploma/equivalent and 2 years of experience.

U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.

Demonstrated expertise in customer service or technical support roles.

Familiarity with computer systems, software applications, and troubleshooting procedures.

Effective communication skills, capable of explaining technical concepts to non-technical users.

Hands-on experience with O365.

Flexibility to support rotating shift work.

Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.

Evaluate and determine the most effective solution based on customer-provided issue details.

Guide customers through the step-by-step problem-solving process.

Peraton Overview:
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the cant be done by solving the most daunting challenges facing our customers. Visit (url removed) to learn how were keeping people around the world safe and secure.

Target Salary Range:
$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

EEO:
An Equal Opportunity Employer including Disability/Veteran.