Customer Service Representative

DescriptionOn-site in Washington, DCOur client seeks a motivated customer service representative to provide Tier 1 phone support for users of the Asset Forfeiture Program in Washington, DC. The role includes taking user calls, entering incidents into BMC Remedy, troubleshooting application issues, recommending Tier 1 solutions, and coordinating follow-up with Tier 2 as needed. The position requires professionalism, detail orientation, strong communication, and the ability to collaborate with a team during core hours with occasional late shifts.Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.Rate: $20.00 to $25.00/hr. w2ResponsibilitiesProvide first-level phone support for end users and internal staff of the Asset Forfeiture Program.Resolve questions or escalate issues related to the Forfeiture Systems Suite of applications.Record all user inquiries, resolutions, and service requests in BMC Remedy.Monitor and track issues escalated to Tier 2 support through resolution.Develop and proofread end-user and process documentation.Support the Customer Service Center Manager with project initiatives and administrative tasks.Experience RequirementsExperience with BMC Remedy, Microsoft Office, and Skype.Ability to triage Tier 1 incidents and communicate effectively with team members.Detail oriented with independent problem-solving and decision-making skills.Ability to track and monitor tasks to completion.Strong customer service and professional team collaboration.Ability to utilize a VoIP phone system to answer and transfer calls.Availability to work scheduled core hours between 7:00am and 8:00pm and late shifts from 12:00pm to 8:00pm as assigned.Education Requirements