Tier 1 Call Center Agent

$51,700 - $106,000/Yr

Booz Allen Hamilton - San Antonio, TX

Part-time,Full-time - Entry Level

San Antonio, TX

Professional, Scientific, and Technical Services

About the position

The Tier 1 Call Center Agent at Booz Allen provides essential support through various communication channels, including voice, email, and online chat. This role focuses on troubleshooting technology products and applications, applying industry knowledge to develop solutions for moderate complexity problems. The agent works independently with some guidance and may oversee junior staff activities.

Responsibilities

• Provide tier 1 level support via voice, emails, and online chat.
• Apply problem-solving skills for specific technology products or applications.
• Develop or contribute to solutions for a variety of problems of moderate scope and complexity.
• Work independently with some guidance.
• Review or guide activities of more junior employees.

Requirements

• Experience with software application troubleshooting and tiered escalation processes.
• Experience with Information Technology Service Management (ITSM) tools.
• Knowledge of general networking and software applications.
• Ability to identify concerns and route them to the appropriate department for escalated customer and service issues.
• TS/SCI clearance.
• Associate degree.
• IAT Level I Certification.

Nice-to-haves

• Experience with ServiceNow.

Benefits

• Health insurance
• Flexible spending account
• Tuition reimbursement
• Retirement plan
• Paid leave
• Professional development
• Dependent care support
• Recognition awards program for exceptional performance.