Announcement Number:
Amman- 2021-055
Hiring Agency: Embassy Amman
Position Title: Customer Support Representative- All Interested Applicants / All Sources
Open Period: 08/31/2021 - 09/14/2021
Vacancy Time Zone: GMT+2
Series/Grade: LE - 0105 6
Salary: JOD JD11,025
Work Schedule: Full-time -
Promotion Potential: LE-6
Duty Location(s): 1
in Amman, JO
Telework Eligible:No
For More Info: HR Section
ammanemployment@state.gov
Overview
Hiring Path:
• Open to the public
Who May Apply/Clarification From the Agency:
For USEFM - FP is 08. Actual FP salary determined by Washington D.C.
• All Interested Applicants / All Sources
Security Clearance Required:
Public Trust - Background Investigation
Appointment Type
Permanent
Appointment Type Details:
• Indefinite subject to successful completion of probationary period
Marketing Statement:
We encourage you to read and understand the Eight (8) Qualities of Overseas Employees before you apply.
Summary:
The work schedule for this position is:
Full Time (40 hours per week)
Start date: Candidate must be able to begin working within a reasonable period of time (4 weeks) of receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Travel Required:
Not Required
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Duties
The Customer Service Center (CSC) Support Representative – The incumbent is a subject matter expert on all management service provision related matters. Serves as the first point of contact for customers of all International Cooperative Administrative Support Services (ICASS) subscribing agencies. Uses extensive subject matter knowledge to develop and perform inspections of how the myServices platform interacts with customers, coming up with solutions to issues found. Representatives receive incoming correspondence, telephone calls, and in-person questions concerning all manner of ICASS related needs and requests, providing assistance and preparing work orders. The incumbent will evaluate all service requests and decide upon the most efficient and expeditious solution for providing the service. Independently generates appropriate communications with the customers. Fields customer questions or complaints and coordinates the work of other Management subsection staff to propose solutions. Serves as a source of technical and procedural information for customers and serviced employees. Position is the main conduit for follow up with all ICASS customers. Maintains spreadsheets to track workload and customer follow up ensuring timely follow up. Provides user support in performing password resets and other minor technological support. Maintains accountability of assigned property.
Qualifications and Evaluations
Requirements:
EXPERIENCE:
A minimum of two years of experience working in customer service environment providing broad management services through operations support or telecommunication customer support is required.
Please make sure you enter all your work experience and education through the ERA Application. Attached Curriculum files will not be considered. Supporting documents (i.e. education certificate) must be included in the application for eligibility purposes.
JOB KNOWLEDGE:
Customer Support in all Management/ICASS service areas.
Expertise in cell phone set up procedures, and troubleshooting techniques
Service-oriented and able to resolve customer grievances
Basic host county knowledge to include cultural norms/practices and logistical support coordination with contractors, vendors, travel agencies, and hotels.
Education Requirements:
Completion of high school education is required.
Supporting documents (i.e. education certificate) must be included in the application for eligibility purposes.
يجب إرفاق شهادة الدراسة المطلوبة مع طلب التوظيف حتى يتم اخضاع الطلب للتدقيق
Evaluations:
LANGUAGE:
English: Fluent - Speaking/Reading/Writing is required. This may be tested.
Arabic: Fluent - Speaking/Reading/Writing is required.
For positions that require English Level, applications MUST be submitted in English.
SKILLS AND ABILITIES Optional:
Must have the ability to analyze incoming problems to resolve Management related issues. Must be proficient with
Microsoft applications such as Word, Excel, and PowerPoint. Proficiency in basic PC and Microsoft Office applications with the ability to learn new software.
Assists the CSC Manager to manage newcomer/departure/cross-cultural training schedule for the mission. Provide input and data to IRM for short- and long-term lifecycle planning of post’s mobile device program. Must display excellent interpersonal skills when dealing with difficult CSC customers and issues. Excellent communication skills including active listening
The ability to work in a high stress, high volume productivity environment is required. Must be tactful in providing information and services to customers. Must be comfortable working with Embassy personnel at all levels. Must be able to respond with courtesy under conditions of stress. Must be an analytic thinker, a problem-solver, and have a positive can-do attitude.
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.
Benefits and Other Info
Benefits:
Agency Benefits:
Benefits: Locally Employed Staff, including Members of Household (MOHs), and Third-Country Nationals (TCNs), working at the U.S. Mission in Amman, Jordan will receive a in addition to their basic salary the following:
Local Social Security if Jordanian citizen
U.S. Social Security if U.S. citizen
Provident fund
Severance pay
Medical and life insurance
13th and 14th months Bonuses
Annual Leave
Special Immigrant Visa to the U.S. (Not an entitlement)
Training opportunities.
Premium pay to include overtime, night differential, Friday differential.
Eligible to be member of American Embassy Community Service Association
Within-Grade Increase
For EFMs, benefits should be discussed with the Human Resources Office.
The pay plan is assigned at the time of the conditional offer letter by the HR Office.
For More Info:
Human Resources Office
E-mail Address: ammanemployment@state.gov
Other Information:
HIRING PREFERENCE SELECTION PROCESS: Applicants in the following hiring preference categories are extended a hiring preference in the order listed below. Therefore, it is essential that these applicants accurately describe their status on the application. Failure to do so may result in a determination that the applicant is not eligible for a hiring preference.
HIRING PREFERENCE ORDER:
AEFM / USEFM who is a preference-eligible U.S. Veteran*
AEFM / USEFM
FS on LWOP and CS with reemployment rights **
* IMPORTANT: Applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”), equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all Foreign Service employees on LWOP and CS with re-employment rights back to their agency or bureau.
For more information (i.e., what is an EFM, USEFM, AEFM, MOH, etc.?) and for additional employment considerations, please visit the following link.
How to Apply:
All candidates must be able to obtain and hold a public trust clearance.
To apply for this position click the “Submit Application” button. For more information on how to apply visit the Mission internet site: https://erajobs.state.gov/dos-era/vacancysearch/searchVacancies.hms?_ref=sefjk0f3pt0
Required Documents:
In order to qualify based on education, you MUST submit the requested diploma and / or transcripts as verification of educational requirement by the closing date of this announcement. If you fail to provide requested information, or the information you submit is insufficient to verify your eligibility, you will not be considered for this position.
Copy of Orders/Assignment Notification (or equivalent)
Residency and/or Work Permit ( For non-Jordanians)
Passport copy
Degree
DD-214 - Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)
SF-50 (if applicable)
Next Steps:
Applicants who are invited to take a language or skills test, or who are selected for an interview will be contacted via email.
For further information - the complete position description listing all of the duties, responsibilities, required qualifications, etc. may be obtained by contacting the Human Resources Office.
Thank you for your application and your interest in working at the U.S. Mission in Amman/Jordan.
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