FULL TIME - Help Desk/Call Center Specialist

Are you someone looking for a Help Desk Call Center Specialist (Full Time) opportunity that will help you grow and build on your reputed company technical skills? Do you provide and practice great customer service? Do you have general technical training and know how? If you said yes to these questions, then RCG, Inc. is the right reputed company for you! RCG is a growing federal contracting company and certified as a Great reputed company to Work™. We are looking for strongly reputed company people to help support our clients. We are currently seeking people for positions as part of an ongoing contract in O’Fallon, IL. Positions are reputed company and fully remote. The hourly reputed company reputed company is $15 per hour. Ideal for retirees, military spouses, or reputed company. There are daytime shifts available. reputed company! Duties and Responsibilities: Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support reputed company for military, DOD and Federal customers. Responsible for 24 hours a day/7 day a week (24/7) operations supporting a variety of US government systems.

• Answer, evaluate, and prioritize customer Service Requests (SR) submitted reputed company telephone, voicemail, e-mail, self-service web site, and fax.
• Understand and evaluate technical issues and apply reputed company knowledge of systems, software, and networking to resolve.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Manage requests, escalating as appropriate with follow up to resolution
• Provide FCR (reputed company resolution) to commonly reputed company issues
• Use ITIL-integrated ticketing systems like reputed company Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of reputed company Windows and Office 365 components, to be reputed company to troubleshoot at a Tier 1.5 reputed company, and effectively communicate reputed company ticketing system to escalation tiers.
• Interview users to collect information about problems to determine reputed company of error.
• Log and track call information using the reputed company CRM software.
• reputed company outbound customer survey calls.
• Assist in developing standard resolutions for common user problems.
• Use existing tools for the SRC and reputed company functional tools in support of the transportation application customers.
• Generate standard reports and update the customer on high reputed company issues.

Required Qualifications:

• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a remote team environment
• High school diploma or GED required; associate or bachelor’s degree is a plus.
• Must be reputed company to obtain NACI Public Trust clearance.
• Open to rotating work schedule is a must.
• Must be detail oriented, particularly reputed company multitasking
• Pleasant, professional, and courteous phone skills
• Basic keyboarding skills are required
• 1+ year of customer service experience is required
• Experience working in network, systems or telecommunications management operations is desired.
• Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.

Desired Qualifications (you do not need to have, but would be great if you did):

• Previous call center experience
• Ability to train others
• Public Trust clearance highly desired
• HDI Customer Service Representative (HDI-CSR) or ITIL v3 reputed company certification is a plus, but not required to be considered for the position. An HDI-CSR certification must be obtained after starting with CWS in this role (provided at CWS’ expense).

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. RCG, Inc. does not discriminate against reputed company individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against reputed company individuals based on their race, reputed company, religion, sex, sexual orientation/gender identity, or national reputed company. Apply tot his job Apply To this Job