Service Support Representative

Summary

Join TechFlow as a Service Support Representative and support the Platform Services team on a high-profile government contract. This fully remote, hourly position requires availability for late afternoons, overnights, weekends, and holidays as part of a 24/7/365 team. You will handle daily ticket tracking, document review, internal operations support, and direct customer communication. The role demands strong problem-solving skills and excellent communication abilities. A high school diploma and 2+ years of relevant experience are required, along with the ability to obtain a Public Trust Clearance. TechFlow offers a comprehensive benefits package, including an employee stock ownership plan, 401k, paid time off, and various health and wellness programs.

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 weekends, evenings, and holidays
• Must be able to obtain a Public Trust Clearance and comfortable in waiting a processing period of up to 60 days prior to start date

Responsibilities

• Work independently on a high productivity team
• Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses
• Update ticketing system based on contract requirements
• Review and validate reports daily for accurate data and metrics
• Provide troubleshooting support for phones, applications, and database issues
• Respond promptly to stakeholder inquiries
• Keep detailed records of stakeholder interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the stakeholder service process
• Ensure stakeholder satisfaction and provide professional stakeholder support
• Maintain a positive, empathetic and professional attitude toward stakeholders at all timeserver

Preferred Qualifications

• Basic understanding of troubleshooting skills/steps
• Tier 1 service experience

Benefits

• Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
• 401k plan with Roth option
• Eligibility for an employer match
• Immediate vesting
• Paid time off
• Holidays – 10 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
• 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