Service Support Representative Jobs

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, will review required customer documents for accuracy, support internal operations, and will communicate directly with the customer. This position is hourly, fully work from home/remote, and will be part of a 24/7/365 team. Candidates must be available to work late afternoon and overnights, including weekends and holidays, to be considered.

This position is for individuals interested in working between the hours of 4 PM and 4 AM EST. The role is fully remote so you can work anywhere in the United States.

Responsibilities

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

Requirements

• 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 obtain a Public Trust Clearance and comfortable in waiting a processing period of up to 60 days prior to start date
• Ability to work a flexible schedule including weekends, evenings, and holidays
• 2+ years of experience in service support role
• High school diploma

Preferred Qualifications (good to have)

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

About TechFlow

Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.

TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.

Benefits

TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!

• 401k plan with Roth option.Eligibility for an employer match.
• Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)

Immediate vesting

• Employee Assistance Program
• Company-paid training and development program
• Wellness Resources
• Company-paid Life & AD&D insurance plan
• Comprehensive medical, dental, and vision plans
• Voluntary benefits include:Life & AD&D Insurance for employee, spouse, and children
• Paid time off
• Holidays – 10 paid holidays per year

Short-term and long-term disability (per plan guidelines)
Legal Shield and Identity Theft protection plans
Pet Insurance

Job Type: Full-time

Benefits:

• Dental insurance
• Work from home
• Parental leave
• Vision insurance
• 401(k) matching
• 401(k)
• Flexible schedule
• Health insurance
• Paid time off

Shift:

• Overnight shift
• Night shift
• Evening shift

Weekly day range:

• Weekend availability
• Monday to Friday

Work setting:

• Remote

COVID-19 considerations:
This is a work-from-home, 100% remote.

Work Location: Remote