Tech Campus Customer Service Representative 2 (GSAM) - $30/hr.

Position: Global Security Access Management (GSAM) Customer Service Representative 2 

 

Reports To: GSAM Operations Assistant Manager 

 

Location: Redmond, WA 

 

FLSA: Non-Exempt 

 

Salary: $30.00/hr.

                         

SUMMARY 

The GSAM Customer Service Representative 2 (CSR2) works directly with the customer either in person or via email correspondence. A GSAM CSR2 responds to incoming GSAM emails from various internal and external customers, and application power users. Including but not limited to incident and request triage specific to access control and privileges. Manages escalations to the appropriate groups, businesses, or individuals for resolution, facilitates effective communication both internal to GSAM and in coordination with external stakeholders and interest groups. Assists in the completion of inter-business-unit projects, manages any/all access manipulations as directed, performs administrative, and miscellaneous duties as directed by GSAM Management.    

 

 

What We Offer:

• Medical, Dental, Vision, Life, AD&D, & Disability Insurance, Plus 401K Options
• Sick Days – 1 hour accrued every 30 hours worked
• Paid Time Off –1 hour accrued for every 40 hours worked
• Paid Family Leave – up to 12 weeks a year in accordance with State law
• Weekly Pay
• Paid Travel - Orca Card
• Discounts On Childcare, Vehicles, Electronics, Cell Phone Plans, Travel & More!
• Free Uniforms & Paid Training
• Pet Daycare Discounts
• Employee Assistance Program & So Much More!

 

ESSENTIAL FUNCTIONS: 

 

Greet and assist all GSAM customers while ensuring quality customer service. (where applicable) 

Process incoming emails and chats using GSAM’s service desk system.  

Coordinate issuance and administration of physical access and smart cards. 

Provide Tier1/Tier2 support for network access including troubleshooting and end user guidance for Multi-Factor Authentication/Virtual Private Network/Remote Access Service.  

Provide ongoing support for system users (cardholders, access manager, custodians, and owners, and approvers) and VPN/RAS users.  

Monitor the systems and respond in accordance with prescribed access control procedures. 

Use shipping tools to create shipment requests and track packages worldwide to ensure delivery.  

Provide daily administration of the Global Access Control System. 

Assist with procedural review, analysis and process development. 

Maintain an in-depth knowledge of all established policies and procedures.  

Support all department and company goals and objectives. 

Explore and adopt changing technology in preparation for and to accommodate evolving company needs.   

Process incoming mail and packages as established by internal GSAM policy.  

Responsible for most of the Urgent Terminations, adhering to strict SLA’s that requires a maximum response time of 4 hours. 

Monitor Urgent Escalations inbox. Review, investigate, and escalate as appropriate using a detail oriented, independent thinking and confident approach while utilizing best discretion. Especially during the hours (i.e. weekends) when both the GSAM Technical Support and GSAM Assistant Manager are out of the office. When to act, when to escalate, call, etc.  

Function as the primary back-up to New Employee Orientation.  

Handle the Merger & Acquisition inquiries and assist with the various inboxes designated for M&A population.   

Tier1/Tier2 level support for all GSAM supported groups including Delegated Issuance Officers, Access Managers/Space Owners, Temp Card Custodians/Owners, Datacenter Security, Role Approvers, and Auditors. This may include escalating Tier3 items to various teams to coordinate support for internal tools. 

Provide training to internal teams on new and/or existing internal tools and processes.  

Closely support any groups GSAM supports globally to ensure success in their daily operations, including support for access control tools used, provide clear concise communications, provide/maintain