Abacus Technology Customer Service Representative II in Stennis Space Center, Mississippi

The Abacus Team is seeking a Customer Service Representative to provide Tier 1.5 support for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for U.S. Citizenship and Immigration Services (USCIS). Full-time and part-time positions are available.

  • Answer phones to provide first line of customer support and basic troubleshooting to address customer issues (e.g., general inquiries, non‐technical questions, password recovery, website navigation assistance, basic procedural “how‐to” questions).

  • Record/categorize/prioritize/escalate SD tickets based on SLAs, SLOs, SOPs.

  • Act as the single Point of Contact for individual customers to report difficulties with IT services and a focal point for all stakeholders.

  • Take responsibility for the control of incidents from initial logging through closure.

  • Restore normal service as quickly as possible and thereby maximize service availability.

  • Identify root causes of incidents via a problem management process to prevent reoccurrence.

  • Escalate unresolvable issues to Tier-2 support.

Education:

Associates Degree required.

Experience and Skills:

5+ years of experience in customer/user service providing technical support in person or over the phone. Experience in an IT Service Desk environment preferred. Experience with modern, integrated ticketing system required. Able to interact with people at all levels of an organization as well as clients and vendors. Must be customer focused and possess a service oriented attitude. Solid communication skills are critical.

Previous experience supporting DHS USCIS desirable. HDI certification desired.

Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.

EOE/M/F/Vet/Disabled

ID: 2018-3257

External Company Name: Abacus Technology

External Company URL: www.abacustech.com