Jacobs Entertainment Inc
Call Center Analyst
Call Center Analyst
â€œJacobs National Security Solutions (NSS) provides world-class IT network and service management capabilities; cutting edge cyber threat awareness and cybersecurity solutions; innovative web- and software applications development; and advanced data analytics for major clients in the Intelligence Community, Department of Defense, and Federal Civilian Agencies.
Our forward thinking solutions deliver an integrated approach to IT network design and management, full lifecycle IT service management, IT service delivery, asset management, logistics and procurement, and vendor management. We leverage the expertise and passion of our employees to conduct identity and access management, penetration testing, and vulnerability assessments for our nationâ€™s most closely guarded agencies and networks. Our Cyber Security Operations Centers ensure safe, effective network operations for Federal clients while our data scientists are helping stop illegal acts before they can endanger Americans or our way of life.
Jacobs promotes a culture of operational excellence to create a safer, smarter, and more connected world while upholding the highest standards of compliance, quality and integrity.
We continue to thrive and need your talent and motivation to help propel us farther, faster.â€
Jacobs is seeking a Call Center Analyst for the Washington, D.C. office. Duties will include:
Ensure proper ticket assignment and categorization in the Remedy Ticketing tool
Coordinate transfer of tickets between Help Desk groups to mitigate confusion/ disagreements
Ensure aging tickets are actively worked
Create Serena Business Manager (SBM) tickets when the issue is deemed as a defect or change request and properly notify user
Coordinate activities between client and external help desks
Helpdesk support is provided during the hours from 7:00 AM to 6:00 PM Eastern Time, Monday through Friday (excluding Federal Holidays). Coverage is provided by the overall Help Desk team.
Approximately 750 tickets are handled per month by the team
US Citizen orâ€“ Must be able to obtain a Public Trust clearance
Requires a High School diploma or equivalent and 3-5 yearsâ€™ customer service experience, or equivalent training and experience. Comprehensive knowledge of hardware and/or software products required. Must have strong communication skills and be able to effectively communicate technical issues.
2 years of experience supporting a tier 1 help desk
Excellent communication skills
Ability to calmly handle excited/upset customer base
Ability to explain technical matters to non-technical people
Ability to produce written reports and visual aids
Ability to work in a high paced team environment
Ability to clearly communicate and share solutions and information with fellow team members
Strong functional and Personal/Inter-Personal Skills
Excellent listening, communication, both oral and written, and consulting skills.
Familiarity with Microsoft Outlook, Word and Excel
Ability to work with a spirit of service, knowledge sharing, and cooperation in a dynamic, team-oriented environment
Experience with Remedy Ticketing System
Background in Financial Systems and knowledge of Application Compass, and Compass Data Warehouse
HR or Payroll call center experience
Most work will be done at a desk or computer.
General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers.
Equipment & Machines:
General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.
Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.
Other Essential Functions:
Must be able to communicate effectively both verbally and in writing
Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to interface with individuals at all levels of the organization both verbally and in writing. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed. Must take and pass a drug test and background check as well as a motor vehicle records check. Must be a US citizen.
Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a background screening, drug-free workplace.
United States-District Of Columbia-Washington
Jacobs Entertainment Inc
Website : http://jacobsentertainment.com
Jeffrey Jacobs is President of Jacobs Entertainment Inc, a film buying and marketing firm. He has 35 years of experience in the exhibition, marketing and distribution of American independent and international cinema in the U.S. He is perhaps best known as the founding film buyer for the Angelika Film Center in New York City which under his supervision (from opening day in 1989 until 1997) became the highest grossing art cinema in the country. He was the Managing Director and Film Buyer of the Paris Theatre from 1998 to 2009. At present, he programs over 50 movie theatre screens across the country.