Note: The job is a remote job and is open to candidates in USA. Peraton is a national security and enterprise IT company supporting the Department of Defense’s Defense Travel Management Office Travel Assistance Center. The Customer Technical Support Representative provides remote customer support for the Defense Travel System by answering inquiries, troubleshooting issues, processing requests, researching information, escalating priority concerns, and documenting customer interactions.
Responsibilities
- Answers incoming calls/chats from customers to answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature. Customers may include Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others
- Responds to customer inquiries, provides customers with product and service information and processes orders, forms and applications
- May also make outboard service calls to potential customers. Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Researches required information using available resources
- Identifies and escalates priority issues and complaints
- Follows up customer calls where necessary. Completes call logs and produces call reports and/or metrics. May be required to work in one or multiple queues/skill sets (e.g., general support, travel reservations, finances)
- May assist in training new employees
- May support general inquiries or those related to reservations, financial matters, or technical matters
Skills
- 2-4 years work experience with High School diploma
- High School level reading, writing, and analytical skills
- Excellent communication skills
- Must be a U.S Citizen
- Must have an Active Secret with a Tier III Background Investigation
- Experience with problem solving
- Experience with customer solutions
- Experience on the Travel Assistance Center program (3+ years)
- Experience with government travel systems (3+ years)
- Experience with the Defense Travel System (3+ years)
- Experience with RightNow (3+ years)
- Travel industry customer and technical experience (3+ years)
- Experience on the Travel Assistance Center program (5+ years)
- Experience with government travel systems (5+ years)
- Experience with the Defense Travel System (5+ years)
- Experience with RightNow (5+ years)
- Travel industry customer and technical experience (5+ years)
- Experience with Government financial systems (5+ years)
- Experience with Global Distribution Systems (GDSs) (5+ years)
Benefits
- Remote work allowed 100%
- Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay
Company Overview