Contact Center Agent - Mid (Tier 2) - Integral

Contact Center Agent - Mid (Tier 2)

Remote, Coverage is 8am to 8pm EST Monday through Friday

Active Secret Clearance

Integral Federal is actively seeking a Mid-Level Analyst to join a new contact center support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

The contractor shall provide CCSM staffing to handle business and/or technical customer Tier 2 customer issues for FinCEN mission systems and applications. The duties expected in this role include:

a. Deliver service and support to FinCEN customers.

b. Interact with customers to provide and process information in response to inquiries, concerns, and requests about FinCEN mission systems and applications.

c. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

d. Diagnose and resolve hardware and software issues involving computer and application compatibility with FinCEN mission systems and applications.

e. Research required information using available resources, including knowledge bases, training materials and published solutions.

k. Follow established FinCEN processes and procedures.

f. Identify and escalate priority issues and redirect problems to appropriate resource.

g. Accurately process and record call transactions via computer using FinCEN’s ticketing system.

h. Follow up and make scheduled call backs to customers, per standard procedures (when applicable).

i. Stay current with FinCEN system information, changes, and updates, per direction.

Required:

• Experience: 2 years of contact center experience required.
• Education: Bachelor’s degree required or substitution for bachelor’s degree is 3 years of customer service/contact center experience (5 years’ experience total without a degree).
• Active SECRET security clearance required.

Skills and Abilities:

• Experience researching problems, analyzing trends, and distributing findings.
• Well-versed in customer service best practices, ensuring high-quality interactions.
• Strong in conveying information clearly and effectively, in writing or verbally.
• Skilled with contact center and CRM tools, facilitating efficient issue resolution.
• Agile in responding to fast-paced work demands and adept at solving problems.

Language Requirements:

• Fluent in both spoken and written English.
• Bilingual capabilities, particularly in Spanish, are highly desirable.
• Ability to provide Spanish-speaking staff meeting the "Full Professional Proficiency" (Level 4) as defined by the US State Department, especially for surge staffing needs as specified by the government.

Telework Setup Requirements:

• Specified Work Area: An allocated section in the agent's residence, exclusively utilized for professional tasks.
• This zone must be conducive to focused work, devoid of disruptions, ensuring customer engagements are conducted without background disturbances.
• Stable High-Speed Internet: A dependable and fast internet service, capable of supporting seamless voice communications, system access, and use of online applications concurrently.

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.