KNOWLEDGE CENTER TIER I AGENT (JUNIOR)

Overview Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees. Responsibilities Description Empower AI is seeking a motivated Knowledge Center Tier I Agent (Junior) to analyze and resolve support requests from the external industry partners and users of a Department of War agency on its portfolio of mission applications (e.g., DISS, NISS, NBIS). External users reach the Knowledge Center by toll-free phone, support email, public web form, and public chatbot; the agent determines what the user needs and how urgent it is, creates and manages the ticket on the user's behalf, resolves common account, access, and navigation issues using documented procedures, and decides when to escalate. Every ticket follows the email-based Customer-Confirmed Ticket Closure process.

Source: Himalayas