US-MD-Gaithersburg - Customer Service Representative -VDM

Defense Talent Network
www.defensetalent.com

US-MD-Gaithersburg - Customer Service Representative -VDM
The Customer Service Support Representative (CSSR) position supports a
dynamic, large, multi-year, multi-site CMM Level 5 program, at a 24 hour x 7
day Virtual Development and Maintenance (VDM) center in Gaithersburg, MD.
The VDM Center is a Multi -Tier support center that is responsible for
monitoring, assisting and detecting failures of remote sites in the field.
The CSSR is the first line of customer support for the VDM Center and
requires proven customer support skills. The successful candidate will be
customer oriented, capable of answering phone calls of Department of Defense
(DoD) users, identifying the priority and urgency of the problem and routing
the request to the appropriate VDM Center asset. Routine tasks include:
Document trouble calls using ClearQuest, Peregrine and Tivoli change
management process (i.e. properly open and assign Discrepancy Reports);
Provide a central point of contact for other customer segments; Provide
well-written paging alerts to appropriate IEC managers, VDM key personnel
and Program Customers; Update and distribute VDM metrics for release to the
customer community; Logon on to a remote site's UNIX server and perform
simple user commands; and Update the VDM Center's logs of daily service and
support activities. Position requires non-rotating shift work. VDM shift
schedule has six teams, Sunday to Wednesday for Teams 1, 2 and 3 and
Wednesday to Sunday for Teams 4, 5 and 6. VDM operates 3 shifts each day,
first shift is 6am to 4pm (Teams 1 & 4), second shift is 2pm to 12am (Teams
2 & 5) and third shift is 10pm to 8am (Teams 3 & 6).
Candidate must be proficient using Microsoft Word, Excel, and Power Point.
Experience using ClearQuest, Peregrine and Tivoli.
Candidate should have excellent experience providing support to DoD users.

Defense Talent Network
www.defensetalent.com