The net.America Corporation is currently seeking Customer Service Representatives and Help Desk Analysts for our call center in Upper Marlboro, MD.

Citizenship Status: United States Citizenship only: Must be indicated on resume

Security Clearance: Applicants selected will be subject to a Government security investigation and must meet the requirements for Public Trust/High Risk clearance.

Our current positions are FULL-TIME, however we are seeking candidates for future TEMPORARY and ON CALL opportunities:

 

The Customer Service Representatives duties include:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, online, fax and in-person request for assistance from customers/stakeholders.
• Using scripted and unscripted questions, interviews customers/stakeholders to collect information and leads callers through diagnostic procedures to resolve customer inquiries.
• Providing general and detailed explanations/information in clear, easy to understand language to customer/stakeholders.
• Handles problem recognition, research, isoloation, resolution and follow-up for routine customer inquiries.
• Documents, logs and tracks calls using problem management database (ticket system), and maintains history records and related problem documentation.
• Other duties as assinged

 

The Help Desk Analyst duties include all of the duties listed above plus:

• Handles internal issues escalation at “Tier 2 or 3” levels
• Analyzes and evaluates incident reports and makes recommendations to reduce incident rate.
• May interface with software engineers and programmers to explain software errors or to recommend changes to programs.
• Prepares standard statistical reports, such as monthly reports, help desk incident reports, etc.
• Mentor new Tier 1 CSRs
• Other duties as assigned

 

SKILL AND PERFORMANCE COMPETENCIES

• Attendance, punctuality and dependability
• Critical thinking and sound judgment
• Ability to identify problems, troubleshoot and be a problem solver
• Quality focus. Ability to conduct thorough analysis
• Self-motivated and desire/ability to learn new topics quickly. Works well independently and in a team setting in fast-paced environment under time constraints
• Customer service focus
• Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests
• Good verbal, listening and written communications abilities
• Positive and confident telephone skills
• Basic computer skills, including MS Office software (i.e., Word, Excel, etc.) and internet
• Efficient keyboarding/typing skills
• Knowledgeable of IT help desk concepts and procedures
• Displays professionalism and strong interpersonal abilities

 

EDUCATION REQUIREMENTS

High School Diploma combined with 1-3 years related experience and/or training. Community college coursework or an Associate’s (AA) degree preferred.

Preferred: 1-2 years call center environment / help desk related experience

Preferred: Certifications in a related field a plus. ITIL or HDL certifications a plus

CONTACT INFORMATION

Please send resumes with salary requirements in MS WORD format with CSR in the subject line to HR_CC@netamerica.net. No phone calls please.

The net.America Corporation is an Equal Opportunity Employer