Service Desk Agent I-Remote

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.

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
• Other duties as assigned
  
  

Qualifications

• Education
• High School Diploma/GED required (Associate degree preferred) Minimum of 2 years technical writing experience.
• Experience
• Minimum 1-year customer service experience
• 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
• Experience using Service Desk ticketing software
• Ability to work a 6:00am-3:00pm EST schedule
• Skills & Technology Used
• Proficiency in mobile devices and operating systems (iPhone and Android)
• Proficiency in Smart TV’s and streaming devices
• 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
• Work Environment
• 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).
• Clearance
• Ability to obtain, and maintain National Agency Check; Public Trust I
  
  

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.