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Complete Details for Technical Service Rep I - Call Center - S13-15763C

   
Job Title Technical Service Rep I - Call Center
Location Scottsdale AZ
Business Unit ESCO
Relocation Available ? No
Job Description

The Call Center provides technical support to users of General Dynamics products and systems. It provides technical, accurate solutions to Government and military customers for post-sales support, providing all levels of help with complex products and services. The call center is staffed 24/7.

The successful candidate will be responsible for the following: Handle calls from customers regarding specific communication products and services, troubleshooting issues regarding the malfunctioning of these products. Coordinate the resolution of customer issues with organizations internal and external to the organization. Answer customer calls presented in call queues, meeting call quality and metrics as defined. Enter customer calls in CSO Call Tracking System per standards. Gray and black lists products as required.

Representatives participate in team projects and enhance the quality of efficiency of Customer Care Center services. They assist in special project-related issues as needed while developing business and technical trouble-shooting skills. They are the point of contact for all customers calling the center, identifying and escalating issues to the appropriate representative as necessary.

Representatives are aware of company policies, processes and procedures that apply to Customer Care. They are able to protect confidential and sensitive information and have a basic knowledge of department system with an ability to query basic information. They acquire knowledge of relevant product offerings and support processes to best serve our customers.

Hours: For the training period: M-F, 8:00am-4:30pm (2wks to 1 month). After the training period: Shift Sun-Thurs: 1am-9:30am, or 9am-5:30pm, or 5pm-1:30am OR Tues-Sat: 1am-9:30am, or 9am-5:30pm, or 5pm-1:30am. Must be able to do "shift work".


Education and Experience
B.S. / B.A. in Business, Marketing, Liberal Arts, or related field preferred. Minimum of 2 years of related experience required, preferably in cellular, wireless, telecom or service industry.

Applicant must be a US Citizen.
No Clearance Required

Three to four years experience in an in-bound customer service organization in post-sale support preferred. Experience working with government agencies preferred.

Must be able to understand complex technical issues and explain these issues in easy simplistic terms. Must interface with other call centers when required.

Must be articulate with strong oral and written communication skills.

Must be able to do shift work (24/7/365 day customer support operation).
Must be able to travel 0% of the time.

Typical candidate for this position will have prior call center experience solving technical problems remotely

Attend training sessions and workshops for this position

Applicant must be capable of obtaining a US security clearance

Applicant must be a US Citizen


General Dynamics C4 Systems recently established the General Dynamics C4 Systems Customer Service Organization. This organization is backed by a talented staff and a state-of-the-art database. The call center is designed to provide technical support to customers on product and service issues, specific contact information or to answer general inquiries into our products and systems. The call center is staffed 24 hours a day to assist customers.

EOE Minorities/Females/Protected Vets/Disabled

Desired Major Other
 
Desired Degree AA
 
Req. Number S13-15763C 


If you are interested in this position please contact one of the agencies below:
C4S - Superior602-220-0877
C4S - CPI480-839-8700
C4S - Moseley Technical Services256-880-0446
C4S - Comforce800-562-0123
C4S - Total Technical800-776-0562
C4S - NCS(732) 562-8880 x 4144
C4S - STS Technical480-354-1815
C4S - SimSTAFF407-965-2596
C4S - Aerotek843-746-5768
C4S - Advantage Technical480-775-2629, ext 1702
C4S - SkyBridge813-579-1221


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General Dynamics C4 Systems is an Equal Opportunity/Affirmative Action Employer.
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DSN: 312-282-1048