Contract with DC Government 12+ months
2 positions available
Submissions Due 11/26/12
Preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Complete Description:
Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24×7, candidate must be flexible with possible shifts.
Behavior Characteristics:
Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills
Required / Desired Skills
Call Center Operations experience Tier 1 phone support (Required 3 Years)
Remedy Call Tracking System or equivalent (Required 1 Year)
Bomgar Remote Control or equivalent Remote Control software (Required 18 months)
AVAYA ACD Call Routing System or equivalent (Required 1 Year)
MS Office 2007 and 2010 product suite support, troubleshooting, etc.(Required 3 Years)
Microsoft’s XP operating system, basic configuring and troubleshooting (Required 3 Years)
Basic hardware/Printer/Application support, installation & troubleshooting (Required 18 months)
Mac OS X in a support and troubleshooting role (Required 1 Year)
Mac for Office and/or iWorks (Required 1 Year)
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc. (Required 2 Years)
Parallels/Boot Camp/Fusion or other VM software (Highly desired 1 Year)
Help Desk or other related IT support experience (Required 2 Years)
Customer Service skills (Required 3 Years)
Basic troubleshooting skills for XP and Mac environment (Required 1 Year)
Questions for Requirement
Question 1:
Does your resume validate the years of experience listed in Required/Desired Skill Section?
Question 2:
Must be willing to work, assigned shifts in a 24×7 environment
Question 3:
All candidates interviewed are required to take & pass technical exam.
Question 4:
The candidate will work in a call center environment providing Tier I support to customers.
Background Check required, if selected. There are no reimbursable expenses.
Location: ServUs Tier 1 Support: 1100, 15th St NW, 10th Floor, Washington, DC
Agency: OCTO