Customer Technical Service Representative

Responsibilities

Peraton is seeking Customer Service Representative (CSR) to join our team supporting the USPS.com and associated applications. CSRs will provide technical assistance to end-users on products and services via live chat sessions and emails inquiries. The successful candidate must allocate his/her own time efficiently and will receive general instructions on all work.

The ideal candidate will provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries. Selects appropriate methods from a variety of procedures or makes simple adaptations and interpretations. Reports to the Internet Customer Care Center (IC3) Help Desk Team Lead.

Day to Day Work Responsibilities: 

• Deliver customer satisfaction by resolving technical issues and meeting end-users' needs utilizing using the provided software and Knowledgebase
• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters
• Maintain end-to-end problem ownership of chat and email sessions
• Work in one or multiple work queues over various customer contact channels;
• Escalate issues promptly to appropriate support teams when needed
• Ensure compliance with all company and government policies and procedures
• Collaborate with Customer Support team colleagues and other support organizations as required.
• Performs other related tasks as assigned.

This is a remote position that must be performed within 50 miles of an existing Peraton facility. Peraton will provide all hardware, software, and training required for the position. Candidate must have stable, dependable Internet and sufficient workspace free of undue distractions required to perform remote work.

The compensation for this role falls within a target range that aligns with the budget allocated for the program. This range reflects the program's financial framework and ensures alignment with organizational priorities while considering market trends and role-specific qualifications. If you are selected and considered for this role, we will discuss the starting base pay for the role. 

Qualifications

Basic Qualifications: 

• High school diploma or equivalent (associate or bachelor’s degree preferred but not mandatory)
• Must be a U.S.Citizen with the ability to obtain and maintain a Public Trust clearance.
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Effective active listening and empathy for customer concerns
• Proficiency with email, CRM systems, and basic office software (e.g., …