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CISCO IVR Specialist (Level 2)

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DC Metro AreaHigh Level Security Clearance (TS/SCI)

FULCRUM JOB DESCRIPTION 

Position Title:     CISCO IVR Specialist Level 2          

Labor Cat:           IC EMT/BAH 

FLSA Status:       Full-time, Salary, Exempt 

Clearance:          TS/SCI 

Location:             National Capital Region 

Manager:            Program Manager 

 

 

 

Summary:            

The Cisco Unified IP Interactive Voice Response (IVR) Specialist has knowledge of IVR application design and implementation, as well as a thorough understanding of installation, testing methodologies and troubleshooting techniques. 

 

 

Duties & Responsibilities: 

1.      IVR scripting for Cisco and an understanding and demonstrated knowledge of common IVR application architectures 

2.      Provides polite and friendly customer service 

3.      Attempts to resolve as many incidents during the first contact, or at Tier I, Efficiently escalates incidents to higher Tier II or Tier 111 when required 

4.      Documents incident status and solutions In incident database tools 

5.      Possesses current working knowledge of computers, printers, laptops, and common windows applications 

6.      Works through various types Tier II issues with telephone assist 

7.      Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability 

8.      Other duties may be assigned, as necessary. 

 

Minimum Requirements: 

·        Education:          HS Diploma;  Bachelor’s degree is desired                               

·        Experience:        5 years                  

·        Computers:          

·        Certificates:        None 

·        Clearance:          TS/SCI    

·        US Passport:      Not required  

·        Language:           Must speak fluent English 

 

 

 

Knowledge, Skills, & Abilities:   

Desired or Preferred Knowledge, Skills, & Abilities:   

·        BA degree 

 

 

 

 

Physical Demands - The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds.  

 

Fulcrum is an information technology (IT) company based in Centreville, Virginia, that provides IT solutions and services for federal, state, local, and commercial customers. Fulcrum specializes in the areas of Technology Services, Cyber Security, Intelligence, Analysis & Operations, Missions Systems, Health Care and Human Capital. 

 

Fulcrum is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. EOE of Minorities/Females/Veterans/Disability 

 

Company Name:
Security Clearance:
Top Secret / SCI
Location:
Washington, District of Columbia
Country:
United States
Salary:
Not Specified
Job Number:




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