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FSD Contact Center Agent

IAE is the Integrated Award Environment which manages procurement, grants, and federal assistance data. The IAE is supported by the Federal Service Desk (FSD) Contact Center for users of these systems to receive troubleshooting support as needed. The FSD Contact Center is open Monday-Friday from 8AM-8pm ET. This position will support system users via inbound call, chat, or webform submission.

Employment begins with paid training, and we help you build confidence and experience to be successful in the technology field.

The pay rate is $17.87 per hour based on the Service Contract Act wage scale for government contractors. The pay will be commensurate with the wage scale for your specific location, as needed. The start date for this position is projected to be March 10th, 2025.

Position Summary:

Technical Help Desk agents will support the IAE FSD Contact Center via phone, chat, or webform for questions which fall beyond the existing capability of the automated customer response system. This live agent team will provide additional troubleshooting with the user (via phone, chat, and possibly screen-sharing). If the agent is unable to resolve, they must capture screenshots and other artifacts for escalation to the development or other technical teams.

Essential Duties and Responsibilities:

• Use the provided systems and knowledge base to answer call center help desk tickets/cases not already resolved by automated customer response systems.
• Meet IAE customer service goals by providing seamless support/assistance to customers, as measured through program metrics.
• Create a world-class customer experience for users seeking to do business with the government
• For any customer issue types which cannot be addressed due to their nature, correctly escalate incidents to higher levels or groups per guidance
• Provide timely support to customers via webforms, live in-person support via phone, chat, and possibly screen-sharing
• Other duties as assigned

Minimum Requirements:

• Must be able to pass a federal background check
• High school diploma or equivalent
• Typing speed of at least 30 words per minute
• Excellent computer skills including an ability to analyze and troubleshoot common computer and technology issues
• Ability to communicate applicable technical subject matter expertise to management and others.
• Professional communication skills, both written and verbal
• Strong attention to detail
• Ability to multi-task, prioritize and manage time effectively
• Cooperation and teamwork with peers
• Empathy and patience for customers with technical difficulties
• Must be able to read, write, speak fluently, and understand the English language
• Ability to meet the home office requirements listed below.

Preferred Requirements:

• 1 or more years of previous Customer Service experience.
• 6 months or more experience with submitting and managing IT Help Desk service tickets
• 6 months or more of previous Contact Center experience
• Technical support experience or advanced computer skills.

Conditions of Employment:  

• Successful completion of pre-hire testing
• Successful completion of background check is required for this position.
• Must be able to provide proof of education such as a high school diploma, GED, or college transcripts.
• Must be able to provide proof of two valid and in-date forms of ID.

Special Position Requirements:

•  This remote position has full-time or part-time hours available, ranging from 24-30 hours per week (part-time) to 40 hours per week (full-time), between the hours of 8AM and 8PM ET Monday through Friday.
•  Virtual classroom training takes place Monday through Friday for 6 weeks between 12PM and 4PM with one twenty-minute break.
• Staff cannot be granted time off until completing 90 days of employment

Home Office Requirements:

• Must have the ability to provide a non-cellular high-speed internet service such as Fiber, DSL, or cable modems for a home office.  Hotspots, satellites, and wireless internet service are NOT allowed for this role.  Ability to be hardwired if needed.
• A minimum standard speed for optimal performance of 10mpbs download and 5mpbs upload is required. For your convenience, you may use our prequalification test to determine if your internet meets our requirements:  http://www.speedtest.net (Preferred 20MBPS download and 5Mbps upload.)
• A dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.
• Sit for most of the workday, adhering to a set work schedule, scheduled breaks, and lunch.

Physical Demands:
While performing the duties of this job, the employee is required to stand; or sit; use hands to finger, handle, or feel objects, and type on a keyboard; reach with hands and arms; balance; speak clearly and hear. Specific vision abilities required by the job include close vision depth perception, and the ability to adjust focus.

Work Environment: 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

EOE Disability/Vets

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.