Complete Details for Technical Service Rep I - Call Center - S13-15763C
|Job Title||Technical Service Rep I - Call Center|
|Relocation Available ?||No|
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
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|General Dynamics C4 Systems is an Equal Opportunity/Affirmative Action Employer.
We welcome and encourage diversity in our workforce.
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