Customer Service Representative-Level II (MIDS Shift) - Crystal Management

Who We Are.

At CMIT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation through exemplary support for our clients and employees alike.

CUSTOMER SERVICE REPRESENTATIVE-LEVEL 2

Together with our partners, Crystal Management, dynamically known as CMIT, will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and infield customer engagement support. The Customer Contact Center (CCC) will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

The Customer Service Representative-Level 2 resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Schedule

MIDS - 10:00 pm - 6:00 am, Monday - Friday + one weekend day a month

Training is up to eight weeks on the DAY shift (Monday - Friday) required

Responsibilities

• Provides first contact and incident resolution to customers with H/W, S/W, and application problems including both customer telephone support as well as electronically submitted requests.
• Provides polite and customer-friendly service support for problem resolution
• Attempts to resolve as many incidents during the first contact, or at Tier 1.
• Efficiently escalates incidents to higher Tier 2 or Tier 3 when required
• Documents incident status and solutions in incident database tools
• Works through various types of Tier 2 issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Education/Certification Requirements

• High School degree or equivalent with 3 years of relevant experience or equivalent combination of education and experience required. Bachelor's degree or equivalent experience preferred.
• DoD 8570 IAT Level 2 certification (e.g., CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP) within 120 days of the start date
• And one of the following certifications: CompTIA A+ CE, HDI-CSR (Customer Service Representative), HDI-SCD (HDI Support Center Director), HDI-SCA (HDI Support Center Analyst), ITIL Foundation, or Microsoft Office 365 within 120 days of the start date
  

Required Qualifications

• Possesses current working knowledge of computers, printers, laptops, and common Windows applications.
• Ability to provide polite and friendly customer service.
• Experience with first contact and incident resolution to customers and hardware, software, and application problems preferred.
• Experience with customer telephone support, Live Chat, SC Portal, account creation, and email-submitted requests preferred.
  

Clearance Requirements

• Active TS/SCI clearance; must be able to obtain and maintain CI Polygraph.

Who Makes It Happen.

At CMIT, we firmly believe that our innovative solutions are only as powerful as the teams harnessing them. Our people are more than just contributors - they are at the heart of everything we do and every success that we earn. Our employees are offered ample options to design a personalized benefits package that best meets their needs. Options include:

• Medical / Rx
• HSA / FSA
• Dental & Vision
• Life / AD&D
• Long & Short Disability
• Disability Insurance
• Accident Insurance
• Critical Illness
• Hospital Insurance
• Pet Benefits
• Education / Training Program
• 401k Retirement / Match
• Generous Paid Time Off
• Flexible Parental Leave
• Volunteer Time Off
• Flexible Work Locations
• Alternative Work Schedules

CMIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

COVID-19 Safety Protocols: To protect the health and safety of its employees and to comply with customer requirements, employees in certain positions may be required to be fully vaccinated against COVID-19 or subject to facility entry safety protocols (e.g., testing, masking, physical distancing), subject to the status of the federal contractor mandate and customer site requirements.

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