• Job Description

  Req#: 48680
  Overview
  
  
  Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.
  The Service Desk Agent role in V2X supports a web-based registration portal and streaming video services being developed and delivered along with other partnered contractors for a DoD customer to provide a new mobile application for overseas service members and their families. This is a 100% remote position that requires a quiet, dedicated home office or workspace with a high-speed, wired ethernet connection (no wireless, cellular or satellite connections).
  
  Responsibilities
  
  
  • 100% phone support (inbound and outbound)
  • Provide first level support (phone and email) assisting users by providing superior quality support and service information to users
  • Actively resolve and/or escalate incidents and service requests by ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer sensitive manner
  • Document and update tickets based on interactions with users by asking leading questions
  • Communicate non-technical language and communicate that information for technical staff
  • Conduct training and assisting other agents on troubleshooting and diagnosing problems
  • Foster best practices throughout the entire technical support process and help build documentation libraries
  • Other duties as assigned
  
  Qualifications
  
  
  • Minimum Qualifications
    • Education
      • Associate degree required (bachelor's degree preferred)
    • Experience
      • Associate degree (or 2-3 years of experience in a Call Center or Help Desk environment
      • Minimum 3-year customer service experience
    • Skills
      • Excellent written and verbal communication with customer and team members
      • Excellent interpersonal skills/telephone manner including active listening and understanding, empathy and patience with difficult callers and presentation of technical functionality to a non-technical audience
      • High levels of professionalism and respectful communication with all users
      • Must be able to maintain operations for all aspects of Tier I, along with ensuring proper workflow between Tiers and the service desk partner companies also providing services to this overall solution.
      • Experience with a Virtual Call Center Environment
      • Proficiency in mobile devices and operating systems (iPhone and Android)
      • Working knowledge of MS Office products
      • Broad knowledge of IT products, services, and terminology
      • Required to stay updated on various organizational procedures and processes including dealing with sensitive data and must follow strict security protocol
      • Basic understanding of networking
    • Other Requirements
      • Must be able to obtain Public Trust I
  At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients
  #LI-DH1
  #clearance
  
  
  • Minimum Qualifications
    • Education
      • Associate degree required (bachelor's degree preferred)
    • Experience
      • Associate degree (or 2-3 years of experience in a Call Center or Help Desk environment
      • Minimum 3-year customer service experience
    • Skills
      • Excellent written and verbal communication with customer and team members
      • Excellent interpersonal skills/telephone manner including active listening and understanding, empathy and patience with difficult callers and presentation of technical functionality to a non-technical audience
      • High levels of professionalism and respectful communication with all users
      • Must be able to maintain operations for all aspects of Tier I, along with ensuring proper workflow between Tiers and the service desk partner companies also providing services to this overall solution.
      • Experience with a Virtual Call Center Environment
      • Proficiency in mobile devices and operating systems (iPhone and Android)
      • Working knowledge of MS Office products
      • Broad knowledge of IT products, services, and terminology
      • Required to stay updated on various organizational procedures and processes including dealing with sensitive data and must follow strict security protocol
      • Basic understanding of networking
    • Other Requirements
      • Must be able to obtain Public Trust I
  At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients
  #LI-DH1
  #clearance
  
  
  • 100% phone support (inbound and outbound)
  • Provide first level support (phone and email) assisting users by providing superior quality support and service information to users
  • Actively resolve and/or escalate incidents and service requests by ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer sensitive manner
  • Document and update tickets based on interactions with users by asking leading questions
  • Communicate non-technical language and communicate that information for technical staff
  • Conduct training and assisting other agents on troubleshooting and diagnosing problems
  • Foster best practices throughout the entire technical support process and help build documentation libraries
  • Other duties as assigned

• About the company

  For more than 70 years, Vectrus has provided critical mission support for our customers’ toughest operational challenges.

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