Lead Service Support Representative

March 21

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TechFlow, Inc.

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TechFlow, Inc. is a 100% employee-owned company specializing in a range of advanced technological fields. The company provides innovative services that include digital services, energy and mobility solutions, and operations and maintenance for both government and commercial sectors. TechFlow prides itself on cutting-edge innovation and a personal touch, ensuring partnerships built on trust and respect. The company is involved in driving change through advanced data analysis, evident in its work with the Transportation Security Administration to improve equipment maintenance at federal airports. With a strong focus on future-proofing investments, TechFlow leverages the latest technologies to lead organizations into a sustainable future, emphasizing net-zero goals and energy-saving technologies.

Digital Services • Base Operations & Support • Platform Services • Integrated Logistics Support • Predictive Maintenance

201 - 500 employees

Founded 1998

⚡ Energy

🚗 Transport

🏛️ Government

📋 Description

• The Lead Service Support Representative is a critical role, support a high-profile government contract. • This is a hands-on lead position that focuses on leading the shift, maintaining customer satisfaction and relationships between internal team members and stakeholders. • Use experience in managing schedules, ensuring accurate data, and providing solutions for process improvement. • Focus on daily tracking of ticket statuses with field support. • Review required customer documents for accuracy, support internal operations, and communicate directly with the customer. • Part of a 24/7/365 team. • Communicates with multiple internal (program, corporate) and external (customer) stakeholders to identify requirements. • Facilitate customer satisfaction surveys and provide results to primary stakeholders. • Act as an internal escalation point for Service Support representatives. • Review and update processes. • Facilitate the delivery of internal documents. • Verify accuracy of data and provide analysis for metrics outside tolerance levels. • Review metrics reports for accuracy and distribution, as required. • Communicate with field personnel to train and assist with data entry. • Process manual ticket updates. • Use established document and brief formats, assists in determining document needs of end users. • Track ongoing ticket updates and work status with Excel reports. • Support asset and user management within internal systems and platforms. • Provide testing for mobile & desktop program software. • Support radiation safety officer by reviewing and tracking radiation survey schedules and documents. • Provide on-call support on weekends/holidays. • 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 times.

🎯 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 • Basic understanding of troubleshooting skills/steps (preferred) • Tier 1 service experience (preferred)

🏖️ 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 • Voluntary benefits include: • 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