Call Center Agent
: Job Details :

Description & Requirements

Maximus is seeking a Call Center Agent to provide frontline support, manage customer inquiries, and ensure a positive user experience. This agent will handle requests across various channels, use tools like ServiceNow to resolve issues, and escalate complex cases. This position is essential for delivering quality support and maintaining effective communication with DoD clients.

This position is contingent upon award.

Responsibilities:

* Handle customer inquiries through voice, email, and online chat, providing professional assistance.

* Research knowledge articles to resolve inquiries related to DoD products and services.

* Record interactions in ServiceNow and escalate complex inquiries as needed.

* Document and report recurring issues to management and government leads.

Qualifications:

* Active TS/SCI clearance

* Associate degree, 2+ years of help desk/technical support experience can be substituted in lieu of education requirements.

* IAT level I certification.

* Familiarity with IT service management tools such as ServiceNow and Jira.

* Experience with software applications troubleshooting & tiered escalation process.

* Familiarity with general networking and software applications.

#techjobs #clearance

Minimum Requirements

TCS257, S2, Band 2

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.