Queue Coordinator with TS/SCI Clearance (10am to 6pm)
GDIT is looking for a Queue Coordinator who holds TS/SCI (poly preferred or must obtain) for a full time position, located in Annapolis Junction, MD. ( 10am to 6pm shift)
GDIT will provide DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. GDIT will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.
Essential job functions
Takes and processes transactions by telephone, internet, and correspondence from customers and representatives.
Enters and maintains database records of customer profiles and prepares and maintains status reports.
Acts as liaison for customers.
Maintains knowledge of company products and customer service processes.
Performs proper vetting of customer requests, to ensure all required information is obtained. Routes customer requests to correct department and assigns them to the appropriate technician in a timely manner.
Provides administrative support to technicians to ensure seamless service for the customer.
- AA/AS or equivalent and 3+ yrs related experience
- TS/SCI active clearance (Poly preferred or must obtain)
- Technical certification to meet 8570 IAT II or must obtain within 120 days of starting position
- Queue Management/Coordination experience is desired