Job Description: *
Position summary: *
The representative will be part of a team responsible for the support of the Programs supported on the N6S Public Safety System Program.
Fully Remote: 12 hour shift; weekends and holidays.
Essential Duties and Responsibilities:
Job duties include the following: (Other duties may be assigned.)
- Provides customer service, technical expertise to users by phone, online network, and email.
- Collect, analyze, and provide application data reports as directed.
- Handles customer problems that arise from the use of the applications/processes.
- Creates processes for responding to customer inquiries.
- Troubleshoot errors and take prompt, appropriate action on customer complaints.
- Completes, maintains, and processes pertinent paperwork and records, to include workload data.
- Follow-up to ensure service request resolution
- Keys information into computer to compile work volume statistics for accounting purposes.
- Logging all requests (calls, emails, faxes) in Remedy tracking software.
- Tracks Remedy ticket from creation to closure.
- Assists, as directed in training new CSRs on use of new applications/processes.
- Operates office equipment
- Attendance and punctuality are essential functions of this position.
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.
- Work is primarily sedentary.
Education and Experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Security Clearance: A favorable NACI background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.
CTI is an Equal Employment Opportunity (EEO) employer. It is the policy of CTI to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Job Type: Full-time