Help Desk Representative 2

Tuknik Government Services LLC a Koniag Government Services company is seeking a Call Center Representative to support TGS and our government customer in Durham NC. 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 candidate will work in a Call Center environment providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Subject Matter Expert (SME). The candidate identifies and reports on a wide variety of hardware software mainframe access and printer problems. Will be on the phones when employees are considered mission critical and are expected to report even during inclement weather :Main Hours: Mon-Fri: 7:00am-3:30pm Assist working: After 3:30pm when neededLocation:Durham NCEssential Functions Responsibilities & Duties may include but are not limited to:The person selected will be able to do the following: Through strong commitment communication organization and teamwork the SME Team will contribute to the success of Team Tuknik by:Calls: Providing a high level of customer courteous and an example to CSRs via:Being logged in and ready when the shift is scheduled to start (Phone & Teams).Utilizing the right templates the correct detailed troubleshooting Hands-on Deck All SMEsDuring extremely high call volumes such as an outage an All Hands-on Deck event may be invoked. If invoked SMEs will assist as follows:One SME may take over as ACD freeing up another leadVirtual Portal. One SME will take over monitoring the Portal to allow additional agents to be available for handling or more SMEs may be asked to take incoming callsWhen the All Hands event is over SMEs return to their normal the SME Team Chat Shared Folder there is an ALL HANDS-ON Deck foldersee ALL HANDS-ON DECK Calls Waiting (instructions)Gatekeeping All SMEsProviding attentive service to the Gate:Ensuring the Gate is the Gatekeeper Handoff Report (correct version).Send High Priority-High Impact Courtesy Notifications as reviewing all ticket information for proper routing (Assignment History & Categorization).Utilizing SME team members appropriately to:resolve customers issues and/or gather the appropriate Level II troubleshooting data allowing for the ticket to be reassignedSupport CSR training via Training Emails:Sending follow-up emails to the agents and copying the Lead the ticket with the follow up (e.g. sent email to Agent requesting additional information see attached email) and attaching the the Gatekeeping Ticket Escalation Assignment Group List II Troubleshooting All SMEsAddressing tickets in a timely fashion (contacting the customer as soon as possible with a priority on teleworkers-try to catch them before they must go in).Updating tickets daily (SLA is 24 business hours) or providing a scheduled follow-up date & time in the journal notes and suspending the ticket until that any tickets with a follow-up date over 5 days in the knowledge and or creating a fix document for distribution to the Article Review All SMEsReview and submit assigned articles in a timely articles or links as needed even if not Ticket Follow Up Designated Duty for two SMEsThe PARENT Ticket Follow Up process is a failsafe to ensure:Customers receive assistance for incidents (EIM) associated AFTER a PARENT ticket was receive assistance for incidents (EIM) incorrectly associated with a PARENT ticket (e.g. their issue is not related to the PARENT ticket to which it was associated).PARENT ticket associations are completed correctly and not duplicated or misrepresented (e.g. multiple sites are not included in one ticket) to ensure an accurate measurement of who are not following the process correctly receive follow-up training enabling them to complete future associations PARENT Ticket Follow Up Report - How to Instructions for more Taskforce All SMEsBe alert to incoming ^PM Taskforce emailsRespond to the email ASAPProvide the following detailsTicket number in subject lineLink to ticket in the bodyDate and time the ticket was openedDate and time assigned to their queue and the name of the queue e.g. Desktop or not the ticket is assigned to an individual (if assigned to an individual include them in the cc: field)Brief description of the issue.A polite request for an updateUpdate the ticket with a note about the PM Taskforce email and attach a copyATHD (Assistive Technology Help Desk) One designated SME Work closely with the Call Center Manager Attend Level 3 ATHD Meetings Updating all ATHD KBs via normal processKeep ATHD Agent list up to dateIdentify and Train new ATHD agents as needed to maintain at least 25 trained agentsMonitor the ATHD ChatroomMonitor the ATHD Service Now 1 or two agents to assist with thisReport to SME Team lead and Call Center Manager weekly on ATHD Activities and NeedsSend weekly and Monthly ATHD Status report to Call Center Manager cc SME Team LeadCCSB Callback All SMEsAs needed provide callback information on SME duties can be found in the NNSO SOPThe candidate must: To apply for the position you must have the below qualifications: Attendance Exceeds expectationsNo performance IssuesTickets- Should not be on the weekly report for returned tickets Able to communicate effectively verbally and in writingAble to multi-task and have no issues to do additional tasksMust be a team player Able to work with your co-workers and managementBe able to effectively interact with all team members in both locationsWork closely with the other leads and Call Center ManagerAble to get task completed ASAP when neededProvide manager with weekly status reportBack-up to other leads when neededSSA Call Center experience for at least 1 YearSecurity Requirement:Ability to obtain a Public 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 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 Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352