Customer Technical Support Representative 1 (SCA)
Responsibilities
- Serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC), providing accurate intake and initial triage for mission-critical issues in a high-tempo environment.
- Participate in a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage. These shifts are a normal and required part of the role, ensuring uninterrupted support for GCC operations.
- Manage high-volume customer interactions across inbound/outbound calls, chats, email, and internal ticketing systems. This role requires composure, professionalism, and consistency in a fast-paced, repetitive, customer-facing environment.
- Create, modify, and escalate incidents/tickets, translating user requests into clear and logical formats for analysts and technical teams. Attention to detail and accuracy are critical.
- Route tickets in accordance with established procedures and documented workflows to ensure proper prioritization and escalation.
- Conduct quality assurance follow-up with customers/end users to confirm issue resolution and gather feedback for process improvement.
- Adhere to all documented processes, procedures, and mission-support standards required for operations within the GCC environment.
- Monitor and prioritize messages in group mailboxes, ensuring timely handling of high-priority or mission-sensitive communications.
- Maintain thorough, accurate, and clear shift logs to support seamless communication between shifts and ensure continuity of operations.
- Provide reporting or activity summaries as needed to support operational visibility and command-level oversight.
- Maintain a professional, respectful, and mission-focused demeanor when interacting with military, civilian, and contractor customers in a structured and high-demand operational setting.
Qualifications
- HS diploma, plus 2 years of customer service experience
- AA/AS or BA/BS, 1 year customer service experience
- Active Secret clearance
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.