Job Description

Are you someone looking for a Help Desk Call Center Specialist (Full Time) opportunity that will help you grow and build on your current technical skills? Do you provide and practice great customer service? Do you have general technical training and know how? If you said yes to these questions, then RCG, Inc. is the right place for you!

RCG is a growing federal contracting company and certified as a Great Place to Work™. We are looking for strongly qualified people to help support our clients. We are currently seeking people for positions as part of an ongoing contract in O’Fallon, IL. Must reside within 60 miles of Scott AFB

Duties and Responsibilities:

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 day a week (24/7) operations supporting a variety of US government systems.

• 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.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Manage requests, escalating as appropriate with follow up to resolution
• Provide FCR (first call resolution) to commonly known issues
• Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.
• Interview users to collect information about problems to determine 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.

Required Qualifications:

• 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.

Desired Qualifications (you do not need to have, but would be great if you did):

• 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. An HDI-CSR certification must be obtained after starting with CWS in this role (provided at CWS’ expense).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.

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