Customer Service Representative Level II

Tysons Corner, VA - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Customer Service Representative Level II

Work Location: Tysons Corner VA

Schedule: Full Time;fully remote

Relocation: N/A

Note:This position requires aPublic Trust Clearance.

Insight Technology Solutions currently supports a contract providing call center support for the Student Exchange and Visitor Program (SEVP) within the Department of Homeland candidates will possess excellent written and verbal communication skills with a proven ability to deliver comprehensive customer service and updates regarding sensitive information. The candidate should be able to communicate with stakeholders at all levels have a strong knowledge of Study In The States and other resources developed to support stakeholders. Proven accuracy and attention to detail as it relates to ticket detail and providing stakeholders with accurate and useful guidance. The ideal candidate must be dependable have a positive attitude be a team player be able to multitask work independently maintain good records work well under pressure and have solid critical thinking skills withthe ability to interpret evaluate and analyze facts and information that are available to form a judgment or decision while processing tickets and correction requests.

Job Responsibilities:

Receive initial requests for service via telephone email social and digital media platforms including instant messenger (chat).

Document user and stakeholder issues research and provide correct guidance.
Resolve approved requests using Government-provided procedures including transferring to the Department of State as needed.
Create and submit Service Change Requests (SCR) when the data can be corrected only by a direct database change.
Provide reports conduct complex analysis and written summaries in response to official request.
Collect and provide internal feedback to drive SEVIS improvements that will prevent errors facilitate data corrections or improve the correction and data fix process.
Identify and communicate system improvements based on knowledge of system issues.
Fully resolve all requests which may include phone calls to initiating school officials.
Document in the work log all steps recommended to resolve the issues.
Resolve all Correct Requests and Data Fix tickets within the established SLAs.
Utilize Customer Relationship Management (CRM) software for recording and tracking all issues.
Proven accuracy and attention to detail as it relates to ticket documentation and providing the correct guidance.
The ability to understand and resolve complex issues.
Thorough knowledge of SEVP

Education and Experience Requirements:

Education: High school diploma required Bachelors degree highly preferred.
Experience: Minimum of five (5) years of specialized experience supporting a Call Center or Help Desk environment.
Certification: HDI Certification is highly preferred but not required.
Proven accuracy attention to detail and strong organizational abilities.
Ability to multitask and maintain productivity under pressure.
Strong critical-thinking and problem-solving skills.
Positive attitude dependability and strong teamwork skills.
Experience interacting with a wide range of stakeholders is preferred.

Insight Technology Solutions is an Equal Opportunity Employer

Required Experience:

Unclear Seniority

Customer Service Representative Level IIWork Location: Tysons Corner VASchedule: Full Time;fully remoteRelocation: N/ANote:This position requires aPublic Trust Clearance.Insight Technology Solutions currently supports a contract providing call center support for the Student Exchan...