TIER 2 FIELD SUPPORT CUSTOMER SERVICE REPRESENTATIVE – DSO
(General Clerk 3) / (EEO/Disability/Vets)
*Successful applicant must comply with federal contractor vaccine mandate requirements. *
Job Responsibilities:Provide support to Defense Manpower Data Center (DMDC) Field Support Customer Service (FS CSR) customers who are having problems with RAPIDS and DMDC applications and services. Job Duties:·Use applicable reference resources to complete DEERS record corrections; Service Desk Knowledge Base (KB), Verifying Officials Information System (VOIS), AFI 36-3026 VOL 1_IP 4 Aug 2017, RAPIDS User Guide and Field Support Manual. · Conduct Research and verify whether a record reflects the correct Personnel Category, Entitlement Condition, and Personnel Associations (PNL/PNLEC/PNAEC/PNEC/PNA) to make the correction on a call.· Identify and correct discrepancies in applicable records; by ascertaining verified vs unverified or in-suspense data and recognize over lapping PNL data that cause record issues.
· Route and escalate; refer Site Security Managers (SSM) / Verifying Official (VO) to proper agencies by providing contact information.· Assisting authorized representatives (FSO, TA) with record updates or corrections. eg. Name, Gender, and DOB. · Create In-House case for instances where a fix cannot be made or extensive research is needed eg. Merge, SSN, and Citizenship. · Updating and Documenting; Identify and ensure documentation is present to make needed correction, accurately complete the record update, and thoroughly document in case notes what is reflecting in the record, what was updated, and documentation used.
eg. Birth certificate, Passport, Naturalization documents.Skills and Qualifications:1-year Prior Tier 1 Customer Service experience is preferred. Past leadership attributes, quality scores and attendance will be reviewed. Advanced computer and keyboarding skills required. Experience working with all Microsoft Programs Word and Excel, PDF is a must. Proficient knowledge and use of the DSO ticketing system, BST, WEBDOES, CTSQA, GIQD, RAPIDS, DEERS, and DMDC web applications. Must have the aptitude to master additional systems and services VOIS and most current AFI.Education:Must have a Bachelor’s degree in any related field and/or at least 1 year of experience directly related to position responsibilities (CSR).Security Requirements:Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance).
The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship.
