Customer Technical Support Representative 1 (SCA)

About The Role

Peraton is seeking Technical Support Representatives to support the Department of Defense’s Travel Assistance Center which supports Department of Department Temporary Duty (TDY) Travel through the Defense Travel System. The responsibilities of the successful candidates may include, but are not limited to, the following duties:

• Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS.
• Submit required DTS Permission Level actions per government defined processes.
• Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions.
• Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax.
• Participate in pre-release verification testing of scheduled releases
• Interact with Travel Management Companies to support problem resolution
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary (escalation).
• Generates reports and metrics/information for reports.
• Maintains accurate records of request details and resolutions.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System.
• Conducts technical research as needed to resolve questions.
• May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• May perform basic testing of the Defense Travel System to support user familiarization with new system features.
• May support general inquiries or those related to reservations, financial matters, or technical matters.

Qualifications

Basic Qualifications :

• 0-1 years’ experience with High School diploma
• High School level reading, writing, and analytical skills
• Excellent communication skills
• Must be a U.S Citizen
• Ability to obtain Public Trust Clearance
• Experience with problem solving
• Experience with customer solutions

Preferred Qualifications

• Experience on the Travel Assistance Center program
• Experience with government travel systems (1+ years)
• Experience with the Defense Travel System
• Experience with RightNow
• Travel industry customer and technical experience
• Experience with Government financial systems
• Experience with Global Distribution Systems (GDSs)

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.