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Job details

Inbound Telephone Customer Support

Please note that CNI is closely monitoring Executive Orders and will be following any final decisions or mandates regarding the COVID-19 Vaccination as a federal contract provider.

SUMMARY

The Computer Operator I (Inbound Telephone Customer Support) supports activities of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Computer Operator I works under close supervision and is provided detailed written or verbal guidance before and during assignments.

The FAA Customer Service Center (CSC) maintains 24/7 operations at all times, including during adverse weather conditions. Shifts may include nights, weekends and holidays. This position is also subject to working unscheduled overtime and assisting with coverage in the event of an absent coworker.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under direct supervision, resolves common computer operating problems. Provides customer assistance with routine inquires in relation to problems associated with applications, software, hardware, and network operations issues.

Responds to requests for support via phone calls and emails promptly and professionally.

Monitors computer systems and operations, as needed.

Logs all events, and documents findings / actions / problem resolutions in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool.

Follows and makes use of standard procedure documentation.

Resolves less complex events immediately, and escalates more complex events to second level support.

May be required to telework and must have home high speed internet access and an area to receive calls that is free from background noise.

Responsible for aiding in own self-development by being available and receptive to any training made available by the company.

Essential duties and responsibilities include the following. Other duties may be assigned.

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole. Fosters an environment in which they will report any violations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.

EDUCATION / EXPERIENCE

High school diploma or general education degree (GED) and a minimum of one (1) year relevant experience in a technical support role, preferably in a service desk or call center environment. Must possess, or have ability to obtain within four (4) months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification. Experience with Active Directory, Remedy ITSM or a similar problem / incident logging tool preferred. FAA or government contracting experience preferred.

CERTIFICATES / LICENSES / REGISTRATION

U.S. Citizens / Green Card only due to government or federal requirement.

Ability to pass an FAA background investigation to work in a position of Public Trust

Help Desk Institute (HDI) Customer Service Representative (CSR) or Support Center Analyst (CSA) Certification required within 4 months of hire date

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment.

Basic knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM).

Basic knowledge and ability to troubleshoot computer hardware / software issues.

Excellent verbal and written communications skills with fluency in the English language (other languages welcome).

Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner.

Ability to use tact in handling difficult individuals and/or situations.

Solid critical thinking skills with ability to identify, analyze and resolve problems / issues.

Ability to work in a fast-paced, stressful environment and to learn / apply new knowledge and techniques related to incident response.

Detail-oriented with ability to accurately log incident tickets in a ticketing software system.

Ability to effectively work both independently and in a team environment for the successful achievement of goals.

Ability to lift 25 pounds.

Flexible with ability to work a variety of shift assignments, including overtime and during inclement weather conditions.

Ability to be reliable and punctual.

The position pays $19.49 per hour.

CNI offers a comprehensive benefits package that includes:
 Medical
 Dental
 Vision
 401(k)
 STD/LTD/AD&D
 Employee Assistance Program (EAP)
 Paid Time Off (PTO)
 Training and Development Opportunities

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Job Type: Full-time

Pay: $19.49 per hour

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