Service Support Representative

Summary

Join TechFlow as a Service Support Representative and contribute to a high-profile government contract. This hands-on role involves managing ticket statuses, reviewing customer documents, supporting internal operations, and communicating directly with clients. The position is fully remote, requiring availability for late afternoons, overnights, weekends, and holidays. You will be part of a 24/7/365 team, providing essential support to 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 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
• 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