Senior Call Center Service Representative (SCA)

Job Locations US-VA-Alexandria
Requisition ID
2022-128292
Position Category
Technical Support / Help Desk
Clearance
Agency Clearance
Sector
Citizen Security & Public Services

Responsibilities

Peraton is seeking a Tier II Help Desk Agent to join our team of qualified, diverse individuals. The ideal Tier II helpdesk agent will provide external user support and technical issue resolution to pro se inventors, patent agents, attorneys and paralegals concerning the use of the U.S. Patent and Trademark Office (USPTO) web-based Electronic Filing System (EFS-Web) for filing and viewing of patent applications, via email, phone, and other electronic media.

 

Day to Day Work Responsibilities will include:

  • Answer troubleshooting calls and emails from customers concerning the use of the USPTO’s Electronic Filing System.
  • Troubleshoot PC and Macintosh configuration and application problems.
  • Deliver USPTO approved system configurations of client's equipment to connect to the USPTO Electronic filing systems.
  • Provide customer support on version requirements and installation of Adobe and Java software required for successful use of the various patent electronic systems.
  • Provide guidance in patent application business process and procedures.
  • Assist in training new hires.
  • Perform software testing when required.
  • Perform technical writing tasks when required.
  • Process related clerical paperwork and other duties as assigned.

Qualifications

Basic Qualifications:

  • High School diploma/equivalent and 4-5 years experience
  • Must have the ability to troubleshoot a variety of Windows/Macintosh desktop configuration and application problems.
  • Must have an understanding of basic browser troubleshooting.
  • Must have knowledge of PDF files and Adobe Acrobat, and Reader.
  • Must have basic knowledge of digital imaging principles and scanners.
  • U.S. Citizenship 

Preferred Qualifications:

  • Customer service experience
  • Use of ticketing system
  • Use of IVR phone system
  • Use of knowledge base
  • Typing speed 40 wpm

 

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

An Equal Opportunity Employer including Disability/Veteran.

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