Customer Service Order (CSO) Administrator Job at Tyto Athene
What You Will Be Doing
Tyto Athene has the following role available providing support for the Social Security Administration (SSA) in Baltimore, MD: Customer Service Order (CSO) Coordinator.
This administrative position provides for the management of voice services to SSA and is an integral part of the Tyto Athene service delivery team. The person awarded this position will contribute to Tyto Athene's outstanding customer service.
Responsibilities:
- Act as primary interface between SSA telephone coordinators to insure SSA telephone service requirements
- Meet SSA telephone coordinators in their respective department locations to survey, suggest, and coordinate telephone service to permit the maximum use of TDM & VoIP voice services
- Answer the Telephone Trouble Line; receive trouble reports, open and close trouble tickets. Dispatch technicians for repair tickets
- Ability to work from home using home internet access. Home internet access must have a minimum of 100Mbps download speed and 5.9Mbps upload speed, wired Ethernet port and wireless access
- Create/Close CSO orders per SSA telephone requests with accurate reporting & data entry into the Telephone Management System (TMS)
- Ability to research, report and resolve any discrepancy found within a given task
- Provide coverage to the SSA switchboard and transfer calls to appropriate directory listing
- Accurate reporting & data entry into Telephone Management System (TMS) of all CSO information
- Provide backup coverage to the main switchboard as well as to the CSO writers/schedulers
- Other office duties will be assigned as needed
Preferred Requirements
- Candidate needs to have a high school diploma or equivalent. Additional post high school training or college is desirable
- Basic computer and keyboarding skills required
- Microsoft Word, Excel, Outlook (e-mail) & Power Point required
- Respond to all E-mail, calls and voicemails daily in a timely manner
- 2 to 3 years customer service experience preferred; call center experience preferred, but not required
- Provide exceptional customer service with good speaking and listening skills
- Professional appearance in accordance with Tyto Athene LLC standards
- Capable of passing an extensive background investigation to obtain Suitability for access into SSA
- Ability to successfully handle multiple priorities simultaneously is required
- Ability to work extremely flexible hours and support on-call duties and shift work may be required
- A valid driver's license or Government provided Identification card is required
- Must be a US citizen
- Working knowledge of NORTEL/Avaya SL-100 SERVORD is a plus
- Working knowledge of NetPlus Telephone Management System is a plus
- Working knowledge of Voice over Internet Protocol (VoIP) and Softphones is a plus
- Working knowledge of Avaya Call Pilot is a plus
About Tyto Athene
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.
Requirements:
Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and 'As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.
After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.
Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your career - it's time to join Team Tyto!
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