Position summary:

The EAS CSR I will provide fast, friendly and efficient support services (i.e., help-desk) to customers located throughout CNIC major command for the following applications/processes:

• Total Workforce Management System (TWMS)
• Contractor Verification System
• CAC Pin Reset
• Decision Lens

Tasks:

• Provides customer service and technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.
• Collect, analyze and provide application data reports as directed.
• Handles customer problems that arise from the use of the above listed applications/processes.
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.
• Completes, maintains and processes pertinent paperwork and records, to include workload data.
• Keys information into computer to compile work volume statistics for accounting purposes.
• Records all customer service support in Remedy Tracking Software (when available).
• Assists, as directed in training new CSRs on use of new applications/processes.
• Operates office equipment
• Attendance and punctuality are essential functions of this position.
• Other duties as may be assigned.
• This position may require occasional travel.

Security Clearance: A favorable NACI background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.

CTI is an Affirmative Action and Equal Opportunity Employer Committed to Diversity