QBE Federal
Haymarket, VA
Description:
Every day cleared industry partners across the country rely on mission applications like DISS, NISS, and NBIS to keep personnel vetting and security programs moving. When something stands in their way, the Knowledge Center is their lifeline, and you will be the expert on the other end of the line. QBE is seeking a Knowledge Center Tier I Agent to analyze and resolve support requests from the external industry partners and users of a Department of War agency's portfolio of mission applications. Because external users cannot access internal systems, they reach you through a dedicated toll-free number, support email, public web form, and public chatbot. You will determine the nature, impact, and priority of each request; create and manage the ticket in the Government's ITSM system on the user's behalf; resolve what can be resolved at Tier I (account, access, navigation, and common application issues); and decide when to escalate to the KC Escalation Coordinator...