Create, modify, and escalate incidents/tickets, translating user requests into clear and logical formats for analysts and technical teams. Attention to detail and accuracy are critical.
Route tickets in accordance with established procedures and documented workflows to ensure proper prioritization and escalation.
Conduct quality assurance follow-up with customers/end users to confirm issue resolution and gather feedback for process improvement.
Adhere to all documented processes, procedures, and mission-support standards required for operations within the GCC environment.
Monitor and prioritize messages in group mailboxes, ensuring timely handling of high-priority or mission-sensitive communications.
Maintain thorough, accurate, and clear shift logs to support seamless communication between shifts and ensure continuity of operations.
Provide reporting or activity summaries as needed to support operational visibility and command-level oversight.
Maintain a professional, respectful, and mission-focused demeanor when interacting with military, civilian, and contractor customers in a structured and high-demand operational setting.
Qualifications
HS diploma, plus 2 years of customer service experience
AA/AS or BA/BS, 1 year customer service experience
Ability to obtain Secret clearance - Clearance must be approved prior to starting
Target Salary Range $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Benefits Statement
Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.
Application Statements The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity. Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.
- EEO
- EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.
