SFI is looking for a Call Center Support Representative to provide phone and email support to the users requiring help with submitting data to the FCC as part of a team. Most of your time will be spent communicating with broadband providers, government entities, and consumers and providing stellar support to customers through phone calls, email, and potentially other messaging services.

Support is offered Monday through Friday from 8 a.m. until 6 p.m. ET.

Primary Responsibilities:

• Document the nature of the interaction in FCC’s ticketing system.
• Promptly and accurately discern the filer’s issue.
• Attempt to resolve the filer’s issue or problem by outlining steps needed to be taken by the filer to complete their data submission successfully.
• Review the filer’s history in the ticketing system.
• Access and use materials developed in consultation with and/or approved by the FCC to respond to the filer.
• Escalate inquiries to Tier 2 support or to FCC staff, when appropriate.
• Maintain high levels of customer satisfaction by providing timely and accurate responses.
• Identify trends related to customer inquiries and provide regular feedback to management as needed.
• Create and/or edit knowledge documentation articles.

Qualifications:

• Must be fluent in English (written and verbal).
• Excellent troubleshooting, root cause analysis, and problem solving skills.
• Proficient in using automated tools, search and information retrieval systems, and knowledge and contact management systems.
• Ability to use the web to search and retrieve information.
• Experience managing cases from initial customer inquiry to Tier-2 hand-off for case resolution.
• An attitude focused on customers and an ability to empathize with what they experience.
• Exceptional verbal communication skills with friendly, patient and professional phone demeanor.
• Excellent written communication skills with the ability to quickly compose clear and concise answers.

Desired Skills & Qualifications:

• Willingness to work flexible hours as needed.
• Knowledge of past or current broadband data collections
• Knowledge of broadband terminology
• Telecommunication experience
• Knowledge of Geographic Information System (GIS) terms
• Zendesk, JIRA, and Confluence experience.
• Ability to interact at all levels of management internally, and with customers and other vendors supporting FCC.
• Takes initiative and does not need constant instruction.
• Flexibility and ability to bounce between projects quickly.

Education/Experience:

• Associate degree and prior customer service experience.
• 2+ years of related work experience in a contact center.

Additional Information:

• In order to meet the clearance requirements for this opportunity, candidates must be authorized to work in the US
• Ability to pass a US Public Trust background investigation for access to the client site and computing systems. You must have lived in the US for the past three (3) years.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.

Other Information:

• The salary range for this position is $40,000 - $55,000
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This role is REMOTE
• This is a full-time position, Please no agencies, third parties, or corp.-to-corp.
• Equal-opportunity Employer, EOE AA M/F/Vet/Disability.
• Spatial Front Inc. participates in E-Verify.

About the Company:

SFI is nationally recognized by Inc. Magazine by being awarded the Inc. 5000 Award in 2018 - 2021. We pride ourselves on being one of the premier employers in the VA, MD, DC area.

Our commitment to excellence in client services and product development means that our people are attentive, hands-on, and bring industry-leading expertise that will meet and exceed your needs in a timely and cost-effective manner.

Every employee at SFI is a leader. We don’t settle. We motivate others to reach their full potential. To learn more about us visit: www.spatialfront.com