Tier 1 specialists serve as the entry point for NAVAIR customers by receiving, recording, resolving and / or escalating requests for service.
Tier 1 specialists follow all documented processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
Specialists are responsible for communicating with customers to provide status, feedback, or general information regarding their request or inquiry for service.
Provide support for system monitoring and system updates using procedures provided by Application Owners. Conduct customer satisfaction call backs via phone and / or email and record results in the incident tracking system.
Monitor trends in problems and questions and seek opportunities to improve support and training processes.
NOTE : Part-time on-call employees are required to complete 3-4 weeks of training during a full-time Monday-Friday schedule.
Upon completion of training, the employee will work in an on-call status. There is the opportunity to move to a full-time position in the future pending exceptional performance and open full-time positions.
Required Skills :
Desired Skills :
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law.
ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose.
Every day, our 2300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.