Communication Agent at Ultra Intelligence & Communications, ATS in Largo, Florida

Job Description:

Reporting to the GCS Operations Manager, the Communications Agent serves as the first point of contact between FTI and its customers for all systems issues. Candidate is responsible for effectively communicating information to the customer as well as a variety of operational departments involved in Customer Service. The interactions with customers must be professional, instill confidence and establish a high level of credibility.

Role and Responsibilities:

• Answer customer calls made to the Call Center.




• Handle email, fax and in-person requests.




• Collect all information available, identifying the caller and the problem.




• Process the call through ITSM, either updating an existing ticket or creating a new ticket.




• Identify and assign a "problem type" to the ticket.




• Assign ticket to the proper discipline's queue.




• Follow the progression and status of requested calls; provide management with visibility of status.




• Handle special projects as assigned.




• Inform and update users of periodic interventions that have been scheduled for their site.




• Update schedules and report customer/user issues back to the Project Manager.




• Maintain intervention reports.

Required Skills:

• Minimum 1 year of service as a Customer Service Representative in a technical Support Center environment.




• Excellent verbal and written communication skills.




• Experience with Support Center software, such as ITSM, HEAT, Remedy, or other similar programs.




• Able to pass an in-depth security background screen to obtain a Security Clearance from the ATFE. (Criminal, Education, Driving, Work history, Credit, etc.)

Desired Skills:

• Demonstrates the ability to communicate requirements to the customer and facilitate cooperation.




• Is able to deliver difficult messages to the customer and understands the impact on the customer




• Maintains positive interactions with the customer - upbeat attitude, smile in their voice, and actively listens to customer feedback.




• Bilingual in English and Spanish

We offer medical, dental, vision, life, and disability insurance, health savings accounts, paid time off, and a 401(k) plan with a Company match.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com