Tier I Call Center Analyst
Tetra Tech - Arlington, VA

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Job Description:
Tetra Tech AMT is looking for a Tier I Call Center
Analyst.
Primary job duties and responsibilities may include, but

are not limited to the following:
  • Must display a positive and friendly customer service
attitude at all times
  • Must possess excellent communication skills Oral,
Written, Listening
  • Greet walk-in customers
  • Answering phones
  • Exiting employees and contractors must comply with DIS
guidelines and complete exit forms prior to separating
from NSF.
  • Assist walk-in customers with compliance check o Must
knowledge of all Windows OS, Mac OS, and Unix OS
  • Requires ability to verify and install OS Security
Patches and hot fixes o Must have knowledge of antivirus
software (McAfee, Norton) and apply virus definition
updates if needed
  • Assist with Panel Support as needed
  • Siebel CRM
  • Familiarity with CRM and use of call tracking
application is critical
  • Must document requests and activities for each
interaction with the customer
  • Must have excellent writing skills
  • Queries Siebel database for open and pending requests
assigned to them and updates request as needed
  • Maintain network printers in front office
  • Troubleshoot basic network printer problems o Replaces
toner, drum kits, paper, and ink refill o Contact
manufacturer for hardware replacement, if necessary
  • Accounts Administration
  • Reset LAN passwords
  • Unlock LAN accounts
  • Follows NSF Security guidelines when handling account
administration requests
  • Administer Secure ID accounts
  • Access RSA Server to create SecurID accounts, assigns
to appropriate group for VPN permissions if required
  • Access RSA Server to delete accounts SecurID accounts,
ensuring that permissions are disabled for existing NSF
staff.
  • Assisting customers in creating PINs
  • Walk customers through creating secure pins for remote
access to NSF infrastructure
  • Must be familiar with remote access software
installation and configuration for use on Windows OS
platforms
  • Create Remote Access CDs o RLS/VPN
  • Prior Call Center experience.
  • Able to manage multiple tasks to on time completion
without constant supervision.
  • Prior experience configuring, resolving issues with PC
and laptop hardware
  • Prior experience of Microsoft Office suite (old and
current versions)
  • Prior experience of how hot fixes and patches are
installed
  • Prior experience with network drive mapping Desired
skills include:
  • Knowledge and prior experience of Siebel CRM
  • Knowledge and prior experience with Macintosh
computers and laptops – big plus.
  • Knowledge and prior experience with wireless
connections for use by laptops.

Job Requirements:
*

The successful candidate will have:
  • Prior Call Center experience.
  • Excellent communication skills; written, verbal
and listening.
  • Proper use of grammar when speaking to a customer.
  • Friendly, approachable demeanor
  • Ability to analyze a problem from different points
of view to identify the cause and resolve the issue.
  • Knowledge of anti-virus software and how to
remediate infections
  • Knowledge of anti-spyware and how to remediate
infections
  • Able to manage multiple tasks to on time
completion without constant supervision.
  • Prior experience configuring, resolving issues
with PC and laptop hardware
  • Prior experience of Microsoft Office suite (old
and current versions)
  • Prior experience of how hot fixes and patches are
installed
  • Prior experience with network drive mapping
Desired skills include:
  • Knowledge and prior experience of Siebel CRM
  • Knowledge and prior experience with Macintosh
computers and laptops – big plus.
  • Knowledge and prior experience with wireless
connections for use by laptops.
  • AA in computer science or related field
Tetra Tech is an Equal Opportunity Employer, and we
value workplace diversity. We invite resumes from
all interested parties and consider applicants for
all positions without regard to race, color,
religion, sex, national origin, age, marital status,
sexual preference, personal appearance, family
responsibility, the presence of a non-job-related
medical condition or physical disability,
matriculation, political affiliation, veteran
status, or any other legally protected status.
Tetra Tech AMT requires a Pre-Employment Background
Investigation.
Division/Department : AMTI
Req. Code : AMT-ER2078-KR

Tetra Tech - 17 months ago - save job - copy to clipboard
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Tetra Tech puts technical know-how to work. The environmental management, consulting, and technical services group focuses on resource...