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Employment Title: Customer Support Agent Location: Annapolis Junction, MD and Colorado Springs, CO Job Description: Professional Solutions (ProSol) is a Service Disabled Veteran Owned Small Business (SDVOSB) that prides itself on providing high quality and expeditious solutions for our government clients. We specialize in programmatic and analytical support, operations and training solutions, and servicing a wide variety of IT requirements. Our high-energy business model emphasizes speed and agility in reacting to customer requirements as well as changes in market conditions. Over the past 6 years, ProSol has built a strong reputation for service excellence that is the direct byproduct of our employee’s enthusiasm and commitment to the success of each customer. We intend to build upon our 90% customer referral rate by continuing to seek long-term customer relationships that are based upon trust and a shared passion for success. Quality, speed, and long-term customer commitment – credentials that matter, solutions you can trust. Customer Support Agent As the key point of contact for aircraft operators (AO), the CSA fulfills an important role in implementing the Secure Flight program. A significant aspect of TSA’s proactive approach to commercial aviation security is to stop known and suspected terrorists from boarding commercial flights and identify others for enhanced screening procedures. CSAs will play a leading role in TSA’s strategy by interfacing with AOs to ascertain the identity of select passengers and those desiring to enter an airport’s sanitized zone. The CSA will apply SOPs and scripts as prescribed by TSA Secure Flight to assist AOs in resolving issues that have been identified by Secure Flight. Specifically, the CSA’s duties will include: 1) Validate the identity of each caller using Secure Flight SOPs. 2) Determine the type of call for routing or resolution. 3) Verify the information being submitted: 4) Route calls requiring resolution to the Secure Flight Analysts (SFAs). 5) Advising final disposition of each security case (i.e., potential match) to the AO. 6) At the conclusion of every call, document the resolution of each case in the government provided case management system. 7) Document all technical requests resolution in the government provided case management system. 8) Assist in coordinating local law enforcement, should that become necessary. CSA: 4 yrs of relevant industry experience or Associates Degree/2 years of college or higher with 2 yrs of relevant industry experience and must be a U.S. citizen. Aviation industry, intelligence, or law enforcement experience highly desired. Previous call center experience or a related customer service job is desired. Must be proficient in MS Word and other Microsoft applications, possess excellent communications (written and oral) skills, and detail oriented. Must be prepared to perform shift work, conform to exacting standard operating procedures and policy guidance, and act as part of a team. Clearance: Secret (must be able to obtain a clearance) All interested applicants should send an updated resume in Word along with salary range, availability date to careers@prosol1.com; in addition to following the link below and completing our online application. Professional Solutions is an equal opportunity employer, all interested qualified applicants are encouraged to apply, D/M/V/F. ProSol welcomes and encourages diversity in the workforce. To apply for this position please click on the link below. Apply for Customer Support Agent Positions For further information please contact our HR department at 703-823-2696 ext. 111 |