Customer Technical Support Representative 3

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming customer calls and chat inquiries, address complaints, troubleshoot issues, and provide non-technical assistance.

• Assist customers of the Defense Travel Office, including Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, and Transportation Officers.

• Address customer questions and provide information regarding products and services.

• Process orders, forms, and applications efficiently.

• Make outbound service calls to prospective customers as necessary.

• Utilize mechanized systems to initiate and complete service orders and fulfill customer requests.

• Conduct research for required information using available resources.

• Identify and escalate priority issues and complaints as needed.

• Follow up on customer calls when appropriate.

• Maintain call logs and generate call reports and/or metrics.

• Operate in one or multiple queues/skill sets, including general support, travel reservations, and financial assistance.

• Aid in the training of new employees.

• Support general inquiries and provide assistance with reservation, financial, or technical-related questions.

⛳️ Requirements

• 2–4 years of relevant work experience along with a high school diploma.

• Proficient reading, writing, and analytical skills at the high school level.

• Exceptional communication abilities.

• Must be a U.S. Citizen.

• Must possess an Active Secret clearance with a Tier III Background Investigation.

• Proven experience in problem solving.

• Experience in providing customer solutions.

• At least 3 years of experience in the Travel Assistance Center program.

• A minimum of 3 years of experience with government travel systems.

• At least 3 years of experience with the Defense Travel System.

• 3+ years of experience using RightNow.

• Over 3 years of experience in travel industry customer service and technical roles.

• Preferred: 5+ years of experience in the Travel Assistance Center program.

• Preferred: 5+ years of experience with government travel systems.

• Preferred: 5+ years of experience with the Defense Travel System.

• Preferred: 5+ years of experience using RightNow.

• Preferred: 5+ years of experience in the travel industry with customer and technical roles.

• Preferred: 5+ years of experience with government financial systems.

• Preferred: 5+ years of experience with Global Distribution Systems (GDSs).

🏝️ Benefits

• Potential eligibility for overtime pay.

• Potential eligibility for shift differentials.

• Potential eligibility for a discretionary bonus.

• Equal opportunity employment, including protections for disability and veteran status.