Call Center Representative (Part-time)

Tuknik Government Services LLC a Koniag Government Services company is seeking a Part time Call Center Representative to support TGS and our government in Baltimore MD. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and in a Call Center environment providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware software mainframe access and printer problem. Will be on the phones 7-8 hours a employees are considered mission critical and are expected to report even during inclement weather Functions Responsibilities & Duties may include but are not limited to:The Initial Call Intake function normally performed by the Customer Service Representative (CSR) provides detailed interaction/incident documentation of reported problems utilizing in ServiceNow is required for both real-time voice and virtual reported contractor documents and provides problem diagnosis and resolution on a wide variety of hardware software video mainframe and network problems utilizing the Call Center knowledge the contractor dispatches all vendor hardware maintenance requests following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as Contractor Shall:Utilize email instant messaging and other monitoring tools to remain aware of current issues affecting widespread to customer calls concerning general inquiries providing how to assistance for specific and process virtual call inquires for hardware and a call ticket for every customer contact and determine and document scope impact and priority; resolve or escalate to incident (level 2).Follow-up with customers vendors or SSA components as required to resolve problems and ensure ticket updates are all tickets only when a problem has been rectified to the customers satisfaction and all steps to resolve an issue are completely documented in the service information and follow required diagnostic to email in a timely mannerAdhere to the Call Center Policy DocumentAdhere to the Standard Operating Procedures (SOP).Requirements:Applicants must be able to with or without reasonable accommodation:lift and carry up to 50 pounds (telework carrying equipment)navigate from the parking lot to the entrance and then to the designated workspaceWork a minimum of 8 hours with a 30-minute lunch breakCan sit or stand for a minimum of 8 hours with a 30-minute lunch breakGreat Written and Communication Skills - Must have the ability to convey information clearly and effectivelyMust live within 2 hours of travel of the designated call center for which they are Requirement:Ability to obtain a Public TrustEducation:The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A supporting this function shall have a minimum of one year Call Center/Helpdesk experience. Experience with Windows Operating System workstation/server Microsoft Systems Management Server (SMS) Microsoft Office Suite Microsoft Exchange/ Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail at or by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352