Computer World Services (CWS)Corporation Contact Center Representative - 1592/925/5898 in Fairview Heights, Illinois

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Job Description

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 days a week (24/7) operations supporting a variety of US government systems.

Key Tasks and Responsibilities

• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.• Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.• Interview users to collect information about problems to determine source of error• Log and track call information using the Siebel CRM software• Place outbound customer survey calls• Assist in developing standard resolutions for common user problems• Use existing tools for the SRC and related functional tools in support of the transportation application customers• Generate standard reports and update the customer on high priority issues

Education & Experience

• Associate’s degree and 1+ years working in network, systems or telecommunications management operations. Two years of military experience in related field can substitute for formal education• Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment


• HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus

Security Clearance

• Must be able to obtain NACI Public Trust clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

EOE AA M/F/Vet/DisabilityEEO is the Law: