ELSC CSR II

Today

Secret

Student (undergraduate/graduate)

0 - 0 USD Annually

25%

Unspecified

Business - Support

Jacksonville, FL (ON-SITE/OFFICE)

The ELSC CSR II will provide fast, friendly, and efficient technical support services to customers throughout CNIC major command by performing the following duties.

Essential Duties and Responsibilities:

Job duties include the following:

• Provide customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.

• Provide Support Services for all CNIC users of Subscriber Units, including but not limited to, programming, repair, and testing of equipment.

• Proficient in the use of Remedy in order to create, track and complete tickets in Remedy Tracking Software.
• Records all customer service support in Remedy Tracking Software.
Troubleshoot errors and take prompt, appropriate action on customer complaints
• Completes, maintains and processes pertinent paperwork and records, to include workload data for appropriate applications.
• Ensure continuity of information between ticketing systems and software applications.
Receive, inventory and store all shipments of equipment
• Maintain inventories keeping detailed record of each new or returned product as it enters or leaves the work center or warehouse.
• Load and manage all assets into the Remedy tracking system and WASP inventory system.
• Complete shipments of equipment to and from locations worldwide.
Testing equipment
• Process Return Material Authorization (RMA) of defective equipment to OEM or repair depot to maintain sufficient quantity of ready spares.
• Manage use of equipment repair banks.
• Shipment of assets to locations worldwide.
• Coordinate delivery and pickup up equipment.
• Interpreting and ensuring compliance with CNIC policies and government regulations affecting ELSC processes and procedures.
• Assists in training new CSRs on use of new applications/processes, as directed.
• Issue written and oral instructions.
Operate office equipment
• Attendance and punctuality are essential functions of this position.
This position may require occasional travel
• This position is an on-site position
• Other duties may be assigned

Skills:

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Speaking - Talking to others to convey information effectively. Time Management - Managing one's own time and the time of others. Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Attributes:

Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Speech Clarity - The ability to speak clearly so others can understand you. Speech Recognition - The ability to identify and understand the speech of another person. Manual Dexterity - The ability to quickly move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects. Trunk Strength - The ability to use your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without 'giving out' or fatiguing. Static Strength - The ability to exert maximum muscle force to lift, push, pull, or carry objects. Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations)
• Extent Flexibility - The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

GROUP ID: 10338726 R

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