PACER Customer Service Representative (Help Desk Technical Support 4) Job at HII
Date: Jan 23, 2023
Location: Aberdeen Proving Ground, MD, Remote, United States
Company: HII's Mission Technologies division
Requisition Number: 13010
Required Travel: 0 - 10%
Employment Type: Full Time/Hourly/Non-Exempt
Hours Per Week: 40.00000000000000000
Anticipated Salary Range: $48,449.00 - $50,000.00
Security Clearance: No Clearance
Level of Experience: Mid
Summary
HII-Mission Technologies is currently seeking a Customer Service Help Desk Specialist for the PACER Service Center. The successful candidate will be responsible for providing Tier 1 customer support for end users using a client-created application called PACER. The core hours for PACER operations are 8-6 PM CST Monday-Friday.
This position can be worked 100% remotely.
What you will do
- Initial assessment, triage, research, and resolution of the customer's issue.
- Work effectively with customers to satisfactorily resolve their issues within the terms of their service level agreements between the customer and the Hosting Branch.
- Serve as the first point of contact for users seeking assistance over the phone or from email.
- Analyze and resolve proper processing of registrations.
- Assist customers with PACER and CM/ECF application issues.
- Troubleshooting and resolve registration issues.
- Determine the best solution based on the issue and details provided by customer.
- Properly escalate unresolved issues to management.
- Ensure proper recording, documentation and resolution of questions and issues.
- Walk customers through documented problem-solving procedures.
- Document any new trouble shooting steps and contribute to the growth of the repository
What you must have
- Associates Degree or other 2 year technical degree in related discipline and 6 years related experience or High School Diploma or equivalent and 8 years related experience.
- All candidates will be subject to a pre-employment background investigation per HII requirements.
Bonus points for
- Customer service representative experience
- Call center experience
- IT Help Desk support experience
- Bachelor’s Degree
- Experience working with the United States Federal Courts, the Administrative Office of the U.S. Courts, and/or the PACER System is a plus.
HII’s Mission Technologies division develops integrated solutions that enable today’s connected, all-domain force. Capabilities include C5ISR systems and operations; the application of AI and machine learning to battlefield decisions; defensive and offensive cyberspace strategies and EW; unmanned, autonomous systems; LVC solutions; platform modernization; and critical nuclear operations. Together, HII's domain expertise and advanced technologies support mission partners anywhere around the globe. For more information, visit tsd.huntingtoningalls.com.
HII is a global engineering and defense technologies provider. With a 135-year history of trusted partnerships in advancing U.S. national security, HII delivers critical capabilities ranging from the most powerful and survivable naval ships ever built, to unmanned systems, ISR and AI/ML analytics. HII leads the industry in mission-driven solutions that support and enable a networked, all-domain force. Headquartered in Virginia, HII’s skilled workforce is 44,000 strong.
Working at HII is more than a job - it’s an opportunity to build a new future. We offer competitive benefits such as best-in-class medical, dental and vision plan choices; onsite health, vision and dental at some locations; wellness resources; employee assistance programs; Savings Plan Options (401(k)); financial planning tools, life insurance; employee discounts; paid holidays and paid time off; tuition reimbursement; as well as early childhood and post-secondary education scholarships.
HII is an Equal Opportunity/Vets and Disabled Employer. U.S. Citizenship may be required for certain positions.
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