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CGI Technologies and Solutions, Inc. Customer Support Associate Level II - All Shifts (NPC) in Portsmouth, New Hampshire

Customer Support Associate Level II - All Shifts (NPC)

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Customer Support Associate Level II - All Shifts (NPC)

Category: Administration

City: Portsmouth, New Hampshire, US United States

Position ID: J0721-0059

Employment Type: Full Time

Position Description:

Under the direct supervision of the Contract Management Team, performs various clerical and repetitive manual functions. Possess the ability to operate machinery for the scanning of documents. Have basic knowledge of the current TDIS (Travel Document Issuance System) which includes the creation of document batches, retrieval of individual application information, data entry, and generation of mailing labels. Must be able to perform quality checks for standard fee information on individual applications. Have the ability to follow pre-set pattern for document sequencing. Comprehend basic filing skills to insert and retrieve application packages from file cabinets.

Your future duties and responsibilities:


• Verifying that all applications are included and fees are correct.

• Prioritizing applications by creating appropriate batches for Early Departures, EF and Same Day.

• Pulling and preparing applications for scanning and processing.

• Verifying batch count and reviewing passport applications, monies, checks, early departures, postage, select occupations and Canadian addresses.

• Receiving, sorting, delivering, processing and logging regular postal mail.

• Packing quality checked applications for shipment to permanent file.

• Operating computer equipment including Image Track Scanner.


• Electronically scanning applications for image capturing and organizing in numerical batching order.

• Electronically rescanning questionable photos for passport acceptability.


• Image review photos for correct alignment.

• Reviewing photo image quality for passport acceptability.


• Maintaining control and accountability of all passport books received and returned.

• Reviewing application information for errors.

• Removing or rejecting applications and passport books with errors.

• Reviewing printed passport books for errors and quality.

• Verifying individual book usage report.

• Filling out and maintaining Book Print Batch Tracking sheets.

• Prioritizing work (i.e., EFs and early departures along with regular batches).

• Operating computer equipment, including passport printers, and being responsible for the care of this equipment.


• Checking data on passport using optical character reader.

• Determining acceptability of passport quality.

• Performing data entry function and using the computer screen to verify correctness of data.

• Printing correct passport endorsements and amendments as appropriate.

• Generating address labels and attaching them to mailing envelopes and placing sealed envelopes into postal trays for mailing.


• Reviewing and returning all documentation provided by the applicant including Birth Certificate, Marriage Certificate, CRBA (Consular Report of Birth Abroad), Naturalization Certificates, etc.

• Review Application and compare information with the TDIS database for accuracy.

• Generating address labels and attaching them to mailing envelopes and placing sealed envelopes into postal trays for mailing.

Required qualifications to be successful in this role:

• High School degree or equivalent.

• One (1) year of general office experience (two preferred).

• A basic understanding of postal regulations.

• Minimum of one (1) year of experience working in an environment involving PC hardware and software including LANs and WANs. Basis computer skills.

• Quality Control experience (desired).

• Data entry ability.

• Good hand to eye coordination.

• Capable of doing repetitive tasks such as lifting, standing, sitting, reaching, twisting, sealing envelopes, filing and reading.

• Ability to work in one place and transverse the office on a continuing basis.

• Ability to transport 30 lbs.

• Ability to work an altered work schedule/second-shift schedule (3:30 p.m. to midnight).

• Due to the nature of this government contract, U.S. Citizenship is required.

• You must be able to obtain a U.S. Government Security Clearance to start employment.

• You must be able to successfully pass a CGI background check to start employment.

First Shift is 6:30am-3pm

Second Shift is 3:30pm-12am


What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Qualified applicants with arrest and conviction records are welcome to apply.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.