Terrestris Global Solutions is a fast-growing research, Human Capital and consulting company committed to solving complex problems for federal, state, and local government clients. We offer a range of professional, scientific, and technology services. Our specific areas of expertise include business consulting, research and data science, and technology integration. We are looking for an a Remote Tier I help desk support specialists to support Small Business Administration National Call Center.

· Read and correctly respond to emails sent to the SBA national call center, Administrator’s Inbox and White House Portal, within 24 hours. Escalate technical inquires to Tier 2.

· A bilingual contractor to assist with the Spanish emails/calls.

· Respond to clients that come in on the SBA national 800 number. Determine how best to respond to the client’s inquiry within 24 hours. Escalate technical inquires to Tier 2.

· In addition to tasks further described in this section, the contract employees shall complete projects as assigned by management to support of National Answer Desk functions, and update and maintain databases to support internal reporting and tracking systems.

· Provide professional, courteous, informative, and prompt contact with customers.

· Ability to operate the SBA’s current MS Office version. In addition, a basic understanding of locating and moving files to/from shared resources (networked drives) is necessary.

· Answer inquires primarily by email or telephone and recording all necessary information, offering assistance and following the problem through to resolution, reassigning emails/calls to SBA program offices or appropriate individuals for resolution, and logging and reporting data on the number and type of emails/calls received.

· Use common office equipment (fax, copier, telephones, printers, etc.)

· Document the number of email/calls support was provided for daily, weekly, and monthly.

Musts:

• Experience performing office administration duties without day-today direction;

• Accurate typing of at least 35 wpm;

• Proficient in grammar, spelling punctuation, and preparation of standard/ executive level office documents;

• Demonstrated experience communicating with individuals at all levels, both orally and in writing.
• Former military or military spouse for work at home job is preferred
• Must be located in a HUBZone for consideration (you can see if your home of record is in a HUBZone by visting https://maps.certify.sba.gov/hubzone/map#center=34.870638,-76.886115&zoom=14&latlng=34.895343,-76.861276 for further details. If you are in a HUBZone area please submit an application for further consideration

Software Requirements:

· Proficient in the use of current Microsoft products such as PowerPoint, Word, Excel, Outlook, Skype, Access, SQL, SharePoint, current web browsers (i.e. Internet Explorer, Edge, Google Chrome, etc.), Adobe Acrobat,

Education Needed:

· High School Graduate or GED

Terrestris, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.

Job Type: Full-time

Pay: $15.00 - $19.40 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Hueysville, KY 41640: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Can you please summarize your Customer center or call center or email center expereince?
• Are you former military veteran or active Military spouse?
• Do you currently live in a HUBZone? please check. We prefer to hire only HUBZone residents for this program https://maps.certify.sba.gov/hubzone/map#center=34.870638,-76.886115&zoom=14&latlng=34.895343,-76.861276
• This positions pays 15.00 plus 4.40 in health and welfare benefits. Does this hourly rate work for you?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Required)
• Microsoft Office suite to include email and teams: 2 years (Required)
• former military: 4 years (Required)
• Military spouse: 2 years (Required)
• Ability to handle multiple tasks and functions: 2 years (Required)

Work Location: One location

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