Yesterday
Secret
Entry Level (less than 2 yrs experience)
$48,547
25%
Business - Support
Jacksonville, FL (On-Site/Office)
Position summary:
The ELSC CSR II will provide fast, friendly, and efficient technical support services to customers throughout CNIC major command by performing the following duties.
Essential Duties and Responsibilities:
Job duties include the following:
Provide customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.
Provide Support Services for all CNIC users of Subscriber Units, including but not limited to, programming, repair, and testing of equipment.
Proficient in the use of Remedy in order to create, track and complete tickets in Remedy Tracking Software.
Records all customer service support in Remedy Tracking Software.
Troubleshoot errors and take prompt, appropriate action on customer complaints.
Completes, maintains and processes pertinent paperwork and records, to include workload data for appropriate applications.
Ensure continuity of information between ticketing systems and software applications.
Receive, inventory and store all shipments of equipment.
Maintain inventories keeping detailed record of each new or returned product as it enters or leaves the work center or warehouse.
Load and manage all assets into the Remedy tracking system and WASP inventory system.
Complete shipments of equipment to and from locations worldwide.
Testing equipment.
Process Return Material Authorization (RMA) of defective equipment to OEM or repair depot to maintain sufficient quantity of ready spares.
Manage use of equipment repair banks.
Shipment of assets to locations worldwide.
Coordinate delivery and pickup up equipment.
Interpreting and ensuring compliance with CNIC policies and government regulations affecting ELSC processes and procedures.
Assists in training new CSRs on use of new applications/processes, as directed.
Issue written and oral instructions.
Operate office equipment.
Attendance and punctuality are essential functions of this position.
This position may require occasional travel.
This position is an on-site position.
Other duties may be assigned.
Education and Experience: BA/BS degree in a related area and 1 year experience; or AA degree in a related area and 2 years experience; or professional certification and 2 years experience; or military training in area of specialty and 2 years experience; or HS degree and 6 years experience. Prior quality assurance experience preferred and six to nine months related experience and/or training.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift up to 60 lbs.
Operate motorized lift truck.
Transportation: This position requires driving government owned, CTI owned, personal owned or rental/leased vehicles. Employee must maintain driving eligibility throughout employment in accordance with state and local laws and the established CTI Vehicle Safety Policy.
Security Clearance: A favorable T1 (Formerly NACI) background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.
The ELSC CSR II will provide fast, friendly, and efficient technical support services to customers throughout CNIC major command by performing the following duties.
Essential Duties and Responsibilities:
Job duties include the following:
Provide customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.
Provide Support Services for all CNIC users of Subscriber Units, including but not limited to, programming, repair, and testing of equipment.
Proficient in the use of Remedy in order to create, track and complete tickets in Remedy Tracking Software.
Records all customer service support in Remedy Tracking Software.
Troubleshoot errors and take prompt, appropriate action on customer complaints.
Completes, maintains and processes pertinent paperwork and records, to include workload data for appropriate applications.
Ensure continuity of information between ticketing systems and software applications.
Receive, inventory and store all shipments of equipment.
Maintain inventories keeping detailed record of each new or returned product as it enters or leaves the work center or warehouse.
Load and manage all assets into the Remedy tracking system and WASP inventory system.
Complete shipments of equipment to and from locations worldwide.
Testing equipment.
Process Return Material Authorization (RMA) of defective equipment to OEM or repair depot to maintain sufficient quantity of ready spares.
Manage use of equipment repair banks.
Shipment of assets to locations worldwide.
Coordinate delivery and pickup up equipment.
Interpreting and ensuring compliance with CNIC policies and government regulations affecting ELSC processes and procedures.
Assists in training new CSRs on use of new applications/processes, as directed.
Issue written and oral instructions.
Operate office equipment.
Attendance and punctuality are essential functions of this position.
This position may require occasional travel.
This position is an on-site position.
Other duties may be assigned.
Education and Experience: BA/BS degree in a related area and 1 year experience; or AA degree in a related area and 2 years experience; or professional certification and 2 years experience; or military training in area of specialty and 2 years experience; or HS degree and 6 years experience. Prior quality assurance experience preferred and six to nine months related experience and/or training.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift up to 60 lbs.
Operate motorized lift truck.
Transportation: This position requires driving government owned, CTI owned, personal owned or rental/leased vehicles. Employee must maintain driving eligibility throughout employment in accordance with state and local laws and the established CTI Vehicle Safety Policy.
Security Clearance: A favorable T1 (Formerly NACI) background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.
group id: 10338726
