Service Support Representative - Night Shift

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TechFlow, Inc.

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

201 - 500

Description

• TechFlow is hiring a Service Support Representative to support the Platform Services team. • The Service Support Representative will support a high-profile government contract. • This is a hands-on service support position that focuses on the daily tracking of ticket statuses with field support. • Candidates must be available to work late afternoon and overnights, including weekends and holidays, to be considered. • Work independently on a high productivity team. • Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner. • 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 • 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 • 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