Call Center Representative

22nd Century Technologies, Inc.
United States, D.C., Washington
1015 15th Street Northwest (Show on map)
Mar 06, 2025
Job Title: Call Center Representative Duration: FTE Duration: Long Term Note: Work duties are performed remotely except on site presence is requested. The call center is open 24/7/365, thus weekend and holidays availability are expected. Job Responsibilities: Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem. Providing telephone, email, and walk-in support to the client end-user community. Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction. Issues will include problems, errors, training, general questions, and general use. Able to work independently and with minimum supervision Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously). Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved. Obtain acceptance of resolution by the user before formally resolving a Remedy ticket. Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests. Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan. Call Answer Rate (ACR) 91.5% Dropped Call Rate (DCR) 8.5% First Call Resolution (FCR) 70% FCR for O365 70% Password Reset 85% Perform tasks provided in the Incident Management Plan to resolve incidents and requests. Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products. Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level. Adhere to all OPM and company policies and procedures. Assist with evaluating/testing new technologies for the agency. Required skills: A combination of the desired certifications or a higher education degree in IT related field are required Strong customer service skills. Excellent oral and written communication skills. Excellent phone etiquette. Strong technical aptitude including excellent troubleshooting skills. 1-2 years' experience in technical Help Desk environment. 1-2 years' experience working within an Active Directory environment 1-2 years' experience in troubleshooting issues with Windows 10 operating system