Service Support Representative – Days
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Job Description
Service Support Representative supporting TechFlow’s government contract operations. Tracking tickets, validating reports, troubleshooting issues, and assisting stakeholders remotely.
Responsibilities:
- Support the Platform Services team on a high-profile government contract
- Track ticket statuses daily with field support
- Review required customer documents for accuracy
- Support internal operations
- Communicate directly with the customer
- Process stakeholder requests and inquiries via telephone, email, or web
- Update the ticketing system based on contract requirements
- Review and validate daily reports for accurate data and metrics
- Troubleshoot phones, applications, and database issues
- Respond promptly to stakeholder inquiries
- Maintain detailed records of stakeholder interactions, transactions, comments, and complaints
- Communicate and coordinate with colleagues
- Provide feedback on stakeholder service process efficiency
- Ensure stakeholder satisfaction and provide professional support
- Maintain a positive, empathetic, and professional attitude toward stakeholders
Requirements:
- High school diploma
- 2+ years of experience in service support role
- Experience with ticketing systems, data, and validating tickets for quality metrics
- Experience responding directly to customers and field support verbally and in writing
- Ability to work a flexible schedule including overnight support (hours may vary) and holidays
- Reliable high-speed internet to support remote work and timely communication
- Must be able to obtain a Public Trust Clearance and be comfortable waiting a processing period of up to 60 days prior to start date
Benefits:
- Employee stock ownership plan (ESOP) with annual employer contribution (per plan guidelines)
- 401k plan with Roth option
- Employer match eligibility
- Immediate vesting
- Paid time off
- 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary life & AD&D insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance
- 100% employee-owned company
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