FULL TIME - Help Desk/Call Center Specialist

About the position

RCG, Inc. is seeking a Help Desk Call Center Specialist to provide inbound and outbound telephone support for the Systems Response Center. This role is crucial in serving as an off-site central support point for military, DOD, and Federal customers, operating 24/7 to support various US government systems. The ideal candidate will have a strong customer service background and technical training, with the opportunity to grow and enhance their skills in a supportive environment.

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 them.
• Apply sound processes to troubleshooting and solving incidents using an ITIL-based service program.
• Manage requests, escalating as appropriate with follow-up to resolution.
• Provide first call resolution (FCR) to commonly known issues.
• Use ITIL-integrated ticketing systems like Oracle Siebel CRM and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Interview users to collect information about problems to determine the source of error.
• Log and track call information using the ServiceNow 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.

Requirements

• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment.
• High school diploma or GED required; associate or bachelor's degree is a plus.
• Must be able to obtain NACI Public Trust clearance.
• Open to rotating work schedule is a must.
• Must be detail-oriented, particularly when multitasking.
• Pleasant, professional, and courteous phone skills.
• Basic keyboarding skills with the ability to type 35 WPM.
• 1+ years of customer service experience is required.
• Experience working in network, systems or telecommunications management operations is desired.
• Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.

Nice-to-haves

• Previous call center experience
• Ability to train others
• Public Trust clearance highly desired
• HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus, but not required to be considered for the position.