Background

The Contact Center Representative (CCR) provides first-level customer and IT support through telephone, email, chat, and other service channels. The position handles inquiries, triages and resolves basic technical issues, manages service requests and incidents, and routes calls to the appropriate personnel. The CCR also manages loanable IT equipment, provides basic user training, supports visitors and VIPs, maintains contact information, assists with mobile services and timekeeping, and participates in Diplomatic Technology initiatives as assigned. The position is supervised by the Infrastructure Tech Radio, Voice.

Responsibilities

• Provides first-level customer and IT support through telephone, email, chat, and other service channels.
• Handles inquiries, triages and resolves basic technical issues.
• Manages service requests and incidents.
• Routes calls to the appropriate personnel.
• Manages loanable IT equipment.
• Provides basic user training.
• Supports visitors and VIPs.
• Maintains contact information.
• Assists with mobile services and timekeeping.
• Participates in Diplomatic Technology initiatives as assigned.

Qualifications and Evaluations

Requirements:

EXPERIENCE:

• Minimum of one (1)-year working experience in customer service or office administration.

JOB KNOWLEDGE:

• Must possess basic understanding of IT concepts, including mobile devices, computer hardware and software, networking, and operating systems.
• Must have an understanding of the Mission and U.S. Government organizational structure, physical locations, relevant regulations and security policies, IT systems and applications, service desk processes, emergency call procedures, and ticket routing workflows.

Education Requirements:

• Successful completion of at least two years of post-secondary study at college or university.

Evaluations:

LANGUAGE:

• Level 4: Good Speaking, reading, and writing include the ability to translate English is required.
• Level 4: Good working knowledge, speaking, reading, and writing Chichewa required

SKILLS AND ABILITIES:

• Proficiency in communication, typing, video conferencing, chat applications, and office productivity tools.
• Strong problem-solving and customer service skills, with the ability to support users with varying technical knowledge and cultural backgrounds.
• Ability to troubleshoot Tier 0/1 IT issues, research and explain technical solutions, provide user training, manage service tickets, and maintain accurate records.
• Ability to handle emergency calls professionally, follow security and privacy protocols, escalate unresolved issues appropriately, and work independently while balancing customer needs, resources, and security requirements.
• Ability to learn new systems, stay current with technology, and cross-train in backup responsibilities.

EQUAL EMPLOYMENT OPPORTUNITY (EEO):

The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Qualifications:

• All applicants under consideration will be required to pass medical and security certifications.

• Provides first-level customer and IT support through telephone, email, chat, and other service channels.
• Handles inquiries, triages and resolves basic technical issues.
• Manages service requests and incidents.
• Routes calls to the appropriate personnel.
• Manages loanable IT equipment.
• Provides basic user training.
• Supports visitors and VIPs.
• Maintains contact information.
• Assists with mobile services and timekeeping.
• Participates in Diplomatic Technology initiatives as assigned.

• Proficiency in communication, typing, video conferencing, chat applications, and office productivity tools.
• Strong problem-solving and customer service skills, with the ability to support users with varying technical knowledge and cultural backgrounds.
• Ability to troubleshoot Tier 0/1 IT issues, research and explain technical solutions, provide user training, manage service tickets, and maintain accurate records.
• Ability to handle emergency calls professionally, follow security and privacy protocols, escalate unresolved issues appropriately, and work independently while balancing customer needs, resources, and security requirements.
• Ability to learn new systems, stay current with technology, and cross-train in backup responsibilities.

• Minimum of one (1)-year working experience in customer service or office administration.
• Must possess basic understanding of IT concepts, including mobile devices, computer hardware and software, networking, and operating systems.
• Must have an understanding of the Mission and U.S. Government organizational structure, physical locations, relevant regulations and security policies, IT systems and applications, service desk processes, emergency call procedures, and ticket routing workflows.
• Successful completion of at least two years of post-secondary study at college or university.
• Level 4: Good Speaking, reading, and writing include the ability to translate English is required.
• Level 4: Good working knowledge, speaking, reading, and writing Chichewa required
• All applicants under consideration will be required to pass medical and security certifications.