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Customer Service Representative-Level II (DAYS)

Crystal Management
Colorado Springs, CO
  • Posted: over a month ago
  • Full-Time
Job Description

About

Since 2005, Crystal Management provides information technology (IT) infrastructure, systems integration, cybersecurity, facility design and transition, and professional services to customers in the defense, civilian federal agencies, homeland security, intelligence, and commercial sectors. We understand the mission demands innovative approaches, technology, and people. With talented professionals deployed worldwide, Crystal Management delivers IT enterprise solutions, systems engineering, and management consulting services for the largest transformation and restationing programs in defense history. Crystal Management is a service-disabled veteran-owned small business.


Background

Together with our partners, Crystal Management will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. The Customer Contact Center (CCC) will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.


Position Summary

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.


Schedule

DAYS, 6:00 am - 6:00 pm, Saturday - Sunday

Training is on-the-job training during the scheduled weekend shift.


Responsibilities

  • Provides first contact and incident resolution to customers with H/W, S/W, and application problems including 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 2 or Tier 3 when required
  • Documents incident status and solutions in incident database tools
  • Works through various types Tier 2 issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Education/Certification Requirements

  • High School degree or equivalent with 3 years of relevant experience or equivalent combination of education and experience required. Bachelor's degree or equivalent experience preferred.
  • DoD 8570 IAT Level 2 certification (e.g., CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP)
  • And one of the following certifications: CompTIA A+ CE, HDI-CSR (Customer Service Representative), HDI-SCD (HDI Support Center Director), HDI-SCA (HDI Support Center Analyst), ITIL Foundation, or Microsoft Office 365 within 120 days of hire

Required Qualifications

  • Must have prior Help Desk experience.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Ability to provide polite and friendly customer service.
  • Experience with first contact and incident resolution to customers and hardware, software, and application problems preferred.
  • Experience with customer telephone support, Live Chat, SC Portal, account creation, and email-submitted requests preferred.

Clearance Requirements

  • Active TS/SCI clearance; must be able to obtain and maintain CI Polygraph.

COVID-19 Vaccination Requirement: To protect the health and safety of its employees and to comply with customer requirements, employees in certain positions may be required to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements

Crystal Management, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Crystal Management

Address

Colorado Springs, CO
80920 USA

Industry

Business

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