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Job Summary

Insight Technology Solutions
Arlington, VA 22202
Telecommunications Services
Government and Military
Computer/IT Services
Job Type
Full Time
Education Level
High School or equivalent
Career Level
Experienced (Non-Manager)
20.00 - 25.00 $ /hour

Customer Service Representative - Government Contract Support

About the Job

Insight Technology Solutions, Inc.​ is currently seeking quality professionals to provide Call Center/Helpdesk Services for a program  in support of an agency within the Department of Homeland Security (DHS).​  We are looking for candidates with previous experience in providing end user phone support in a high call volume environment with a proven ability to deliver comprehensive customer service and updates in regards to sensitive information.


Selected candidates will be responsible for receiving initial requests for service, providing assistance in resolving the problems, tracking the request and documenting that information into an electronic database. ​ In addition, candidates may be responsible for following up with caller issues when necessary, as well as making outbound calls in order to obtain client specific information.​


Below is a list of additional responsibilities, as well as the basic requirements for qualified candidates:


Key Responsibilities:

·         Document user and stakeholder issues, research and troubleshoot reports and solutions.

·         Utilize Customer Relationship Management (CRM) software for recording and tracking tickets.

·         Recommend system improvements based upon knowledge of system issues.

·         Provide support that includes making recommendations for limited corrections to user records.

·         Document in the work log all steps recommended to resolve the issues.

·         Resolve all help desk tickets within 24 hours of receipt or escalate ticket to the appropriate SME for resolution.

·         Recommend system improvements based upon knowledge of system issues.


Basic Qualifications:

·         Bachelors Degree and at least one (1) year of specialized experience to include answering and responding to inbound calls for a wide variety of complex stakeholder issues; or a High School Diploma and at least four (4) years of relevant experienced.

·         Ability to utilize telephony systems, Customer Relationship Management (CRM) and other ticket tracker systems, and Microsoft Office Suite.

·         Excellent written and verbal communication skills.

·         Ability to operate in a high volume, metrics driven contact center environment.

·         Ability to listen actively to sensitive information.

·         Ability to successfully navigate a national web-based tracking system.

·         Ability to communicate effectively both orally and in writing.

·         Ability to create ad-hoc reports upon demand utilizing available systems.

·         Ability to provide support to international stakeholders and academic institutions.


**Candidates must have clean financial and legal records in order to pass a minimal background investigation by the Department of Homeland Security.**


Feel free to visit us at www.insighttsi.com


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