Customer Technical Support Representative 3 (SCA)

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. The role involves providing technical support for the Department of Defense’s Travel Assistance Center, assisting users with the Defense Travel System and resolving technical issues.

Responsibilities:

• Provide technical answers and advice or instruction for Defense Travel Administrators, Centrally Billed Account Specialists, Travel Management Companies, Defense Financial Partners, Debt Management Monitors, Compliance Tool Administrators, Transportation Officers and others with a management or system administrative support role for the DTS
• Submit required DTS Permission Level actions per government defined processes
• Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions
• Provides expertise to solve first and second tier technical support issues for end-users of the Defense Travel System, including associated products and services such as Trax
• Participate in pre-release verification testing of scheduled releases
• Interact with Travel Management Companies to support problem resolution
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary (escalation)
• Generates reports and metrics/information for reports
• Maintains accurate records of request details and resolutions
• Supports users by fulfilling individual requests for information and/or training in the utilization of the Defense Travel System
• Conducts technical research as needed to resolve questions
• May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem
• May perform basic testing of the Defense Travel System to support user familiarization with new system features
• May support general inquiries or those related to reservations, financial matters, or technical matters

Requirements:

• 2-4 years' experience with High School diploma
• High School level reading, writing, and analytical skills
• Excellent communication skills
• Must be a U.S Citizen
• Ability to obtain Public Trust Clearance
• Experience with problem solving
• Experience with customer solutions
• Experience with the Defense Travel System
• Experience on the Travel Assistance Center program
• Experience with government travel systems (5+ years)
• Experience with RightNow
• Travel industry customer and technical experience
• Experience with Government financial systems
• Experience with Global Distribution Systems (GDSs)