2 days old

Call Center Service Representative

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.


Responsibilities

The Application Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications within the MHS environment and hardware and software technical expertise.

Responsibilities:

  • First-level support of all inbound calls, generating an Incident for all new issues.
  • Accurately logging, ticketing, and tracking/owning all incidents.
  • Provide accurate, timely, and professional resolution on all supported issues.
  • Provide a high level of professionalism and customer service.
  • Timely, accurate, thorough and professional follow-up on all Incidents.
  • Quickly identify and escalate high-priority issues.
  • Accurately triaging/assigning/escalating tickets per current processes and standards.
  • Efficiently and accurately resolving all assigned Incidents.
  • Identify and document Incident resolution and support knowledge.
  • Timely and accurate completion of all assigned duties.
  • Maintain dependable attendance and schedule adherence.

Qualifications

Skills:

  • Technically competent
  • Strong critical thinking skills that facilitate expedient problem solving
  • Must be capable of supporting and maintaining proficiency for a wide range of services
  • Familiarity with Military Health Systems is preferred
  • The ability to effectively communicate technical matters to a non-technical audience
  • Strong customer service and communications skills
  • Must be able to work in a stressful environment
  • Knowledge of MS Office applications (Outlook, Word, Excel, PowerPoint)

Requirements:

  • Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
  • 1 to 2 years ACD-based Service/Help Desk experience preferred
  • Familiar with Service Desk support methodology
  • AA/AS Degree in Computer Science, MIS, or related field/equivalent experience preferred
  • Relevant technical certifications preferred
  • Familiar with ITIL (certification preferred)
  • HDI certification preferred

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2020-11-25 Expires: 2020-12-26

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
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Call Center Service Representative

Perspecta
San Antonio, TX 78205

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