InspiriTec, Inc.

Customer Support

• Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP)
• Responding to customer inquiries utilizing knowledge learned and available systems
• Requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries
• Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms
• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Operates a PC and multiple mainframe databases to research information

DMDC Tier 1 Customer Service Rep – DSO Knox

• Assist team in meeting company mission and goals by assisting soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns.
• Receive inquiries via telephone, email, or hard copy requesting records, status of IPPSA claims, IPPSA accountability, and any other guidance or information regarding the functions of the CSB.
• Ability to respond to inquiries in English; fluent bi-lingual a plus.
• Researches and facilitates resolution to the caller's inquiry.
• Inputs customer information in computer system for accountability and tracking purposes.
• Performs a variety of tasks, ability to multitask.
• Works under general supervision and must utilize appropriate chain of command.

Customer Care Representative

• Assist soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns
• Receive inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC
• Inputs customer information in computer system for accountability and tracking purposes
• Researches and facilitates resolution to the caller's inquiry
• Ability to multitask and perform a variety of tasks
• Utilize Avaya phone systems, Microsoft Outlook, Soldier Management System, all Microsoft Office programs, Army Disaster Personnel Accountability and Assessment System

ASC Customer Care Representative – HR

• Provide support to Defense Manpower Data Center (DMDC) Customers with Technical software, hardware and networking problems.
• Resolve or escalate problems.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operator’s difficulties.
• Analyze and recommend system modifications to reduce user problems.
• Maintain knowledge currency and highest level of technical skill in field of expertise.
• Provide customer service for an inbound contact center environment that supports hardware, software, and network communications for DMDC applications.
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors.

Customer Service Representative, DMDC Tier 1

• Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base documents for beneficiaries having problems with DMDC services.
• Responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes.
• Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms.
• Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Customer Service Representative, Tier 1

• Assist soldiers (Active, Reserve, National Guard), veterans, retirees and the Army family regarding their HR issues and/or concerns
• Respond to inquiries via telephone, email, or hard copy requesting records, status of CRSC/TSGLI claims, retirement packet processing information, ADPAAS accountability, and any other guidance or information regarding the functions of ASC
• Ability to follow protocol and apply sensitivity and discretion in handling confidential information
• Gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively