Primary Duties
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.
- Perform a variety of help desk services including tier 0 administrative work and tier 1 customer contact support.
- Provide effective customer support services including technical advice, trouble analysis, problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
- Provide telephonic and web-based tier 0 administrative and tier 1 help desk support.
- Maintains records, logs and reports of assistance.
- Follow standard operating procedures, security processes and protocols.
Additional Duties and Responsibilities
- Meet and/or exceed established quality standards.
Qualifications: Education, Experience and Certification(s)
- High school diploma or general education diploma (GED) required.
- Minimum of one year experience working in a call center environment required.
- Ability to obtain and maintain a government issued CAC is required.
- Ability to work on a 24-hour/7-day operation requiring the flexibility to provide coverage over different shifts required.
- Ability to work on some holidays, late evenings, overnights, and during inclement weather conditions and emergency situations required.
Knowledge, Skills and Abilities
- Understanding of military terminology and Army Training programs preferred.
- Understanding of personal computers, working knowledge of Microsoft operation systems (versions 7 and above), Microsoft Office Suites (version 10 and above) and internet browsers (Firefox, Internet Explorer) required.
Physical Demand
While performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees. The employee frequently is required to sit for extended periods of time. The employee must regularly lift and/or move up to 25 pounds and occasionally life and/or move up to 50 pounds.
Work Environment
While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet. Essential personnel are required to work in the event of disaster, inclement weather or any other emergency that may otherwise close the base operations.
What We Offer – for Benefit Eligible Employees May Include:
Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
- Health coverage for you and your family through Medical, Dental, and Vision plans.
- Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
- A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
- Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
- To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
- Generous paid time-off program in which the benefits increase based on your tenure with the company.
