Customer Service Representative Level 2 ESOC101

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IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community.  We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.  

 

Some of the positions are future positions.  Please look at the opening line of the job description to determine if this is an open or future position.  

We are looking to fill this position at the following location(s):

    Annapolis Junction, MD

Job Description

Customer Service Representative Level 2:



Position Description:



Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to

recurring problems and patterns of problems.




Flexibility necessary

Shifts Vary

Training is up to eight weeks on the DAY shift.




Essential Job Functions:


  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as  electronically submitted requests.

  • Provides polite and customer friendly service support for problem resolution.

  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required.

  • Documents incident status and solutions in incident database tools.

  • Possesses current working knowledge of computers, printers, laptops and common windows applications.

  • Works through various types Tier II issues with telephone assist.

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability Schedule.




Education and Experience:


  • High School Diploma/ GED + Relevant experience: 3 years + CCC Academy graduate

  • Associates Degree + Relevant experience: 1 year + CCC Academy graduate

  • Bachelors Degree + Relevant experience: 0 years + CCC Academy graduate

  • Masters Degree + Relevant experience: 0 years + CCC Academy graduate

  • PhD + Relevant experience: 0 years + CCC Academy graduate​




Required Certifications:


  • 8570 IAT II certification

  • A+, HDI, ITIL Foundation OR Microsoft 365




Security Clearance:


  • TS SCI CI poly

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Customer Service Representative Level 2 ESOC101
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