Employer Industry: Federal Defense and Technology Solutions

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Comprehensive benefits package including medical, dental, and vision insurance
- Paid parental leave and immediate vesting in 401(k)
- Earned bonuses and awards recognizing outstanding performance
- Professional training reimbursement to support skill development
- Hybrid work model offering flexibility in work location

What to Expect (Job Responsibilities):
- Provide support for Tier 1 and Tier 2 incidents involving Salesforce and Amazon Connect, serving as an escalation point for common issues
- Engage with customers via phone, chat, and email to address inquiries and provide information about agency mission systems
- Develop training materials and mentor team members to enhance service delivery
- Accurately process and record call transactions using the agency's ticketing system
- Conduct research and adhere to established agency processes to resolve escalated incidents

What is Required (Qualifications):
- Minimum of 3 years of experience in a contact center environment providing customer service and technical support
- Experience with Help Desk ticketing systems, preferably Salesforce
- Strong verbal and written communication skills along with troubleshooting abilities
- Ability to quickly learn complex business applications and assist end users
- Active SECRET clearance required

How to Stand Out (Preferred Qualifications):
- Experience with Amazon Lex and Amazon Connect
- Proven ability to develop Knowledge Base documentation and training materials
- Bachelor's degree or relevant certification, with work experience as a substitute

#FederalDefense #TechnicalSupport #CustomerService #CareerGrowth #HybridWork

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.