Intelligence Federal is a fast-growing government contracting company seeking Customer Support Representatives to support a federal government agency. This is a public facing role that will interact and field questions via message and chat. The ideal candidate thinks quickly on their feet, is able to quickly search through the agency FAQ to identify solutions, and can respond to customers in a professional and grammatically correct manner.
This is a Full Time (40 hours per week) FULLY REMOTE position working a set weekly schedule that may include weekends and/or holidays.
DUTIES
Assist the public by answering a variety of questions via email, chat, and various social media platforms
Recognize time sensitive queries and provide timely responses and/or escalation to the appropriate agency office
Respond promptly to inquiries, requests, questions, and complaints
Follow established procedures and scripts to investigate possible solutions and resolve issues
Handle a high volume of support requests with empathy and professionalism
Assess relevant information to determine if the message needs to be escalated or rerouted to another agency or department.
SCHEDULE/WORK ENVIRONMENT
Must be available between the hours of 8 AM – 6 PM ET rotating shift schedule.
This position is fully remote. Employees are expected to maintain a professional working atmosphere with a reliable internet connection
Must be physically located within the United States while conducting work
QUALIFICATIONS/REQUIREMENTS:
Must be authorized to work in the United States
Candidate must be able to obtain and hold a Public Trust Clearance
Candidates must have an Associate’s Degree or higher
2+ years of experience in a written-based customer-facing role (i.e. chat customer service environment)
Must be fluent in English
Computer proficient in Windows-based applications
Analytical problem-solving skills
Ability to multitask and organize in a fast-paced environment
Attentiveness and patience
BENEFITS
Competitive medical, dental, and vision benefit package options
401(K)
Paid Time Off
Short and long term disability coverage
Group term Life & AD&D Insurance
FSA/HSA Options
Employee Assistance Program
and more
Intelligence Federal is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
