Urgent Hiring :: It - Customer Technical Support Representative 4 :: Onsite Role

Job Title: IT - Customer Technical Support Representative 4/Help Desk Technician

Duration: 1+ Yr.

Location work will be performed: Raleigh NC 27607

UPDATE: Resumes must contain screenshots of typing tests in order to be qualified for this posting. Resumes still need to be in TSS template as well, 4 pages or less.

• ALL resume submissions MUST be in the attached new TSS template (4 pages maximum) to be considered.

Shifts are 2pm-10pm Tues-Sat & Sun-Thurs. Interview will be via phone, worker will be onsite for the assignment.

• Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk.
• Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client's, the US Postal Service, website.
• The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.
• He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment.

Scope

• If a candidate is given an interim clearance, continuation of employment is then based upon the candidate receiving the final US Postal Service sensitive clearance.
• All candidates will be required to pass a behavioral and technical interview.
• Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.
• All candidates must be US Citizens hold a valid Green Card.
• Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
• Must obtain the client's sensitive and Perspecta-mandated clearance, to include drug screening, criminal history, and credit check.
• When the candidate's work order is started the agency supplier is responsible for providing drug screening.
• Support various Tier 1 platforms as directed by management/team lead(s).
• The clearance process can take two through five weeks before a candidate is able to start work.
• Failure to submit the drug screening results will delay the security clearance process.
• The enforced dress code is business casual, i.e., collared shirt with slacks for men, no skirts above the knee for women.
• Point of contact (POC) for feature/function and level one support problems originated by supported end-users.
• Candidates cannot have more than six consecutive months outside the United States within the last five years. Military service excluded. (Exception does not include military family members.)
• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.
• Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.
• Additional Provisions:

Qualifications

• May hold entry level certification(s) in field of work.
• ****Must have, two - three years of work experience in a helpdesk or call center environment. Previous experience supporting customers via live chat is preferred*** Candidates without the necessary experience will be disqualified.
• Education and Experience Requirements:
• A high school diploma or equivalent, minimally. A two or four year post-high school degree in a technical field is preferred.

Skills Set: Candidates must be able to type 45 WPM.

Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:

• Positive attitude and work ethic.
• Live Chat and/or any Customer Relationship Management (CRM) software tools.
• Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.
• Showcase the ability to communicate well (orally and in writing) working with the client's consumers/customers.
• Microsoft Outlook 2016
• Microsoft Office 2016
• Self-motivated.
• Ability to work well alone or within a team setting.