IntellecTechs, Inc. is currently seeking a Customer Service Representative - Tier 1 support in New Orleans, LA.
Our staff will be providing support to the Tier I Help Desk environment to include the following:
- Receive all incoming Navy Reserve Gains/Pay related phone calls
- Log all Trouble Ticket (TT) information to include at a minimum; name, Social Security Number (SSN), Naval Reserve Activity (NRA), and Unit Identification code (UIC);
- Respond to and resolve customer problems on the spot. When a customer’s problem cannot be resolved, create a service request, and forward the service request to Tier II for systems data manipulation and resolution;
- Provide all Gain research information to facilitate good gains during all initial calls. This is data collected and logged into the system to validate requestor information to assist in resolving problems. To support and provide expertise in process and related system workflows that may automate transfer of Sailor pay statuses during order type changes.
- Work directly with the database administrator in conducting minor database operations to resolve systems/data integrity issues;
- When the customer’s issue requires Tier II intervention, route TT to Tier II for action. Continue to monitor completion status of the TT to ensure that the customer’s question/problem is satisfactorily resolved.
- When the customer’s issues requires Defense Finance and Accounting System (DFAS) action, forward request to DFAS Defense Workload Operations Web System (DWOWS) for further assistance.
- Ensure status coding of all TTs is kept current;
- Coordinate with the customer to ensure resolution of TTs and close only under mutual agreement, which may be confirmed only by the customer;
- After a customer’s pay has posted to Defense Joint Military Pay Systems - Reserve Component (DJMS-RC), or another Navy corporate pay system should it replace DJMS in functionality and purpose, enter all TT actions into the current system for easy tracking. Establish mechanism by which customers can check status of TT via web interface, searching by individual social security number (SSN) or DODID. Ensure one TT is used for each problem, i.e. resume old TT if original problem is not resolved. Each TT should be constrained to only one SSN;
- Provide feedback to CNRFC Code N11 to identify trends and track problems.
- Follow up on all TTs not /worked within 7 calendar days.
- Provide subject matter expertise to corporate personnel and pay system developers through conference calls and meetings
- Participate in pay process improvement efforts where CNRFC N1 is a key stakeholder.
- Monitor all Reserve Sailor personnel and pay statuses for accuracy and correct corporate system statuses as Reserve Sailors transfer between various order types, including drilling and non-drilling status, to and from non-pay status, to and from various active duty orders for Reserve Sailors, to and from mobilization, active duty for special work, indefinite recalls to active duty, and any order type a Reserve Sailor is called to or returns from. Take immediate correction action as appropriate for any observed pay system and individual Reserve Sailor pay discrepancies, and to elevate pay system and pay discrepancies to Tier II or Tier III as appropriate. To keep CNRFC N11 informed of all major pay issue trends.
- Provide weekly status and status on request within 24hrs for all Reserve Sailor corporate pay system statuses to provide a common operating pay picture; relevant system fields will include but are not limited to pay system strength statuses, system statuses for availability, mobilization, duty, and Reserve special program statuses, status of establishment of or transfer to appropriate pay account confirmation during order type changes, and communication of all system errors and observed trends to corporate system stakeholders and to CNRFC N11 to support proactive issue identification and resolution by system stakeholders.
- Obtain new Navy corporate system accesses, consistent with any new restructuring of Navy corporate pay systems or new system alignments to ensure a continuous capability to provide pay status monitoring and issue resolution as legacy systems are replaced with modern systems.
- To gain access to and leverage system information from systems identified by CNRFC N1C4 which directly enable and facilitate Reserve pay monitoring, loss and gain transactions and guidance, and issue resolution, including but not limited to Benefits for Education Administration Services Tool (BEAST) and other DMDC related or supported systems, and necessary systems for order type monitoring such as corporate access to Navy Marine Corps Mobilization Processing Systems (NMCMPS), USFF IA Portal, CNRFC ADT and AT related system or site accesses, and all other system accesses required to perform Reserve personnel and pay related duties described herein.
- To communicate to and receive communications from CNRFC N1C4 Reserve Corporate Systems Division on significant matters related to known or observed personnel and pay issues related to systems or processes.
Qualification Requirements:
- Shall possess experience dealing with Reserve Pay and Personnel matters, provides support to end-users on a variety of Reserve Pay and Personnel issues; identifies, researches, and resolves technical problems, responds to telephone calls, email, and face-to-face requests regarding Reserve Pay and Personnel technical support; and documents, tracks and monitors the Reserve Pay and Personnel problem to ensure a timely resolution. This includes system experience in the following: Benthic Golden 32, Business Objects Navy Standard Integrated Personnel System (NSIPS Web AdHoc), DJMS-RC, Officer Personnel Information System (OPINS), Inactive Manpower and Personnel Management Information System (IMAPMIS), Master Military Pay Account (MMPA), Navy Enlisted System / Navy Standard Integrated Personnel System (NES/NSIPS) Web, Reserve Headquarters System (RHS), and Remedy.
- Must be highly skilled in reading, writing, speaking and understanding English to perform the work.
- Must be able to pass and maintain favorable results of the government background check.'
About IntellecTechs: IntellecTechs, Inc. is a premier provider of Information Technology (IT), Training and Professional Technical and Administrative Services to federal and commercial customers. Our project management experience and commitment to client relationship enables us to provide creative and cost-effective solutions regardless to the size of the mission. By eliminating boundaries, collaborating in new ways, and continually seeking improvement, IntellecTechs is helping clients at all levels to connect, protect, and serve citizens better than ever. Our headquarters is located in Virginia Beach, VA and is also a certified testing center authorized to administer Prometric and Pearson VUE exams. IntellecTechs is an 8(a) company, certified by the SBA, Economically Disadvantaged Women Owned Small Business (EDWOSB), Service-Disabled Veteran-Owned Small Business (SDVOSB), Small Disadvantaged Business (SDB) and Small Women and Minority Owned (SWaM).
IntellecTechs, Inc. is a private corporation established in the Commonwealth of Virginia, is an Equal Employment Opportunity and Affirmative Action employer. This commitment affirms IntellecTechs, Inc.'s policy to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
IntellecTechs, Inc. will not tolerate discrimination or sexual harassment in its workplace and will take all reasonable steps necessary to ensure nondiscriminatory treatment throughout its programs and business practices to include, but not limited to the following: recruiting/posting/advertising, selection and hiring; disciplinary actions; involuntary and voluntary terminations and layoffs; position upgrades and promotions; rates of pay and other compensation; training programs and participation/selection criteria; and apprenticeships. Also, IntellecTechs, Inc. will provide reasonable accommodations to applicants and employees with disabilities in accordance with Federal, State or Local regulations and laws.
We value our diversified team and work diligently to provide and promote a culture free from discrimination and harassment.
Job Type: Full-time
Shift:
Work setting:
Education:
- High school or equivalent (Preferred)
Experience:
- military pay: 4 years (Required)
Security clearance:
Work Location: In person