Tier II Help Desk Support


Talent Acquisition Concepts

October 11, 2022

Job Description

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? At Terrestris, LLC, we are helping the government create better mission outcomes through better human performance. We are seeking Tier 2 Contact Service Representatives (CSR) to provide the Small Business Administration (SBA) professional, courteous, informative, and prompt customers support services. Join our team, grow your career, and crush your goals at Terrestris, LLC.

I’ve never heard of Terrestris, LLC. What do you do?

At Terrestris, we work to deliver extraordinary value to the American people by helping the Government become more efficient and effective. With years of experience in countless Federal projects, we apply industry best practices and innovative solutions to help our clients unlock human potential. We deliver on a broad range of services including Human Capital Management, Technology Innovation, General and Administrative Functions and Learning Support.

So, what will the Tier 2 Contact Service Representative at Terrestris do?

You will respond to general and frequently asked questions, and more technical questions, as specified by the Government through email and provide call center services for inbound calls to the SBA. You will follow established National Answer Desk (NAD) procedures for contact escalations and will update and maintain databases to support internal reporting and tracking systems. From time to time, special projects may be assigned by management to support National Answer Desk functions.

What does a typical day look like for a Tier 2 CSR?

You will:

  • Read and correctly respond to emails and respond to clients that come in on the SBA national 800 number within 24 hours.
  • Respond to technical inquiries escalated from Tier 1.
  • Correctly refer Tier 3 calls for escalation in accordance with NAD procedures.
  • Answer inquires by email or telephone and record all necessary information.
  • Offer assistance to customers and follow problems through to resolution.
  • Reassign emails/calls to SBA program offices or appropriate individuals for resolution.
  • Log and report data on the number and type of emails/calls received.
  • Operate the SBA’s current MS Office version including locating and moving files to/from shared resources (networked drives) as necessary.

What qualifications do you look for?

You might be the Tier 2 CSR we’re looking for if you have:

  • 2+ years of experience in a customer support role
  • Demonstrated ability to learn and apply the technical concepts required for Tier 2 support
  • Proficiency in Microsoft Office
  • Proven track record of Customer service through phone and written mediums
  • Strong phone and written English communication skills, plus active listening skills
  • Comfort with CRM / Contact record systems and best practices
  • Empathetic customer focus, flexibility to engage many different personality types
  • The ability to multi-task, set priorities, and manage time effectively
  • A High school degree or equivalent
  • A safe, reliable and professional home work environment.

We’re extra impressed by folks who:

  • Read, write and speak Spanish fluently
  • Possess previous Federal Customer Service experience

We offer outstanding benefits including health, dental and vision coverage. We also believe strongly in maintaining a quality work-life balance, so we offer a leave package that includes Paid Time Off, holidays, sick days and a fun, creative work environment.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.