Customer Service Representative – Tier I Support

🔥 12 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Kreative Technologies, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🔒 Cybersecurity

⚕️ Healthcare Insurance

Cybersecurity • Healthcare Insurance • Software Development

Kreative Technologies, LLC is a company revolutionizing health information systems by providing information systems for federal and corporate clients located in the Washington D. C. metropolitan area. They are trusted by the Department of Defense (DoD) to build, secure, and sustain mission-critical systems globally. Kreative Technologies offers full application development services throughout the entire Software Development Life Cycle (SDLC) and integrates cybersecurity into every project. They also provide system integration, cloud solutions, and design software applications using microservices to improve productivity. The company focuses on continuous integration and delivery to ensure reliable and frequent software releases. Kreative is engaged in federal practice in health systems development & DevOps and has received various contracts and certifications, including ISO 9001, 20000, and 27000. They operate from Fairfax, VA, and continue to focus on growth and innovation in their field.

📋 Description

• Handle inbound and outbound calls in a call center environment while providing excellent customer service. • Answer customer inquiries via telephone and respond to requests using professional etiquette. • Log and update all customer interactions in the tracking system in accordance with call center procedures. • Assist inspectors with profile discrepancy changes, cancellations, rescheduling, and unit verification counts. • Provide clients with role assignments for access into subsystems. • Reset passwords, reactivate IDs, and assist with account access issues. • Research and resolve customer inquiries using available resources such as user guides, manuals, website documentation, and call center alerts. • Escalate incidents and inquiry tickets with complete documentation of troubleshooting steps for issues unresolved at the Tier 1 level. • Transfer calls (warm/cold) to appropriate staff following established call center procedures. • Recognize, document, and alert supervisors of trends in customer inquiries or recurring issues. • Stay up-to-date with system changes, procedures, and customer information through ongoing training and resource materials. • Perform other duties as assigned to support team and organizational goals.

🎯 Requirements

• High School Diploma or equivalent (GED) • Must be a U.S. Citizen eligible for a security clearance. • Experience supporting I.T./Helpdesk call centers preferred. • Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented focus with the ability to work with minimal supervision • Excellent oral and written communication skills

🏖️ Benefits

• Accommodations available for applicants with disabilities