Job Description
Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems. Document all interactions, issues, and resolutions in the service management system in accordance with support center procedures. Escalate unresolved or complex issues to the appropriate technical teams while maintaining ownership and follow-up with the user. Provide guidance to users on system usage, password resets, and common troubleshooting steps. Monitor and prioritize incoming service requests to meet defined Service Level Agreements (SLAs). Contribute to and maintain internal knowledge base articles and documentation. Participate in ongoing training to maintain technical knowledge and stay current. Assist in identifying trends, recurring issues, and process improvements to enhance service delivery.
About Peraton
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy.