Customer Service Center Representative

Employer
ABBTECH Professional Resources, Inc.
Location
Washington, DC
Posted
Apr 20, 2017
Closes
Apr 21, 2017
Function
Customer Service
Industry
Other
Hours
Full Time
**ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans** **General Requirements :** + Provide remote support to users for program application/software issues and problems. + Take calls from end users, diagnose issues, recommend Tier 1 level solutions, and provide follow-up. + Possess and entry level experience and understanding of MIS environments. + Use a standardized problem management database and help desk ticketing system (BMC Remedy) **Day by Day Job Responsibilities :** + Support the Asset Forfeiture Customer Service Center (CSC) by performing the following duties under the direction of the CSC Manager : + Provide first level phone support for end users and internal staff of the Asset Forfeiture Program + Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications. + Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system. + Monitor and track system/software related inquiries forwarded to Tier 2 support for resolution. + Develop and/or proof read documentation + Support the CSC Manager to accomplish new project initiatives and administrative tasks **Key Qualifications :** + Demonstrate experience utilizing Microsoft Office Products, specifically MS Excel and MS Word + Ability to troubleshoot and effectively communicate with other team members + Must be detail oriented and must be able to think independently + Ability to track and monitor tasks to completion + Excellent decision making and problem solving skills + Must be team oriented and professional + Excellent customer service and communication skills + Must have a "Do Whatever It Takes" team attitude. + Work scheduled hours during core hours between 7:00am to 8:00pm + Work 2 late shifts per month where hours are from 12:00pm to 8:00pm **Must be a US Citizen** **Must pass a DOJ Minimal Background Investigation (MBI), Level 5 background investigation.** **Valid EQIP JPAS transfers acceptable**