Customer Success Specialist

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for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only when posting has real specific content. The posting includes Overview (mission) which could be "About the role"? Actually overview is about company, not role. But we can treat as "About the role"? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should not repeat job title as heading. The posting includes Overview (company mission) and Responsibilities, Qualifications (Required Qualifications, Preferred Qualifications), Ideal Candidate, Educational Qualifications, Clearance, Location, EEO Statement (to remove). Also there is no explicit Benefits, Pay, Schedule. So we should not create those sections. We need to preserve all substantive information, remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Remove EEO Statement. Also remove "Learn more at www.REIsystems.com." maybe considered boilerplate? It's not navigation but could be considered promotional; but it's substantive? Might be considered fluff. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "Learn more at www.REIsystems.com." is not those categories, but could be considered promotional; but we can keep? It's not essential to role. Might be considered boilerplate but not listed. Safer to keep? However it's not about role. Might be considered fluff. I'd remove it as it's not substantive about role. Also "Employees voted REI Systems a Washington Post Top Workplace..." is also fluff but maybe considered company achievement; could be kept under About the role? Might be considered not essential. I'd keep it as part of About the role? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. That statement is substantive about company accolades. Might be okay to keep. We need sections: About the role (maybe combine Overview and Top Workplace). Responsibilities (list). Requirements (maybe combine Required Qualifications?). Qualifications (maybe Preferred Qualifications?). Skills (maybe we can extract skills from qualifications? But we have no separate skills section; we could put skills under Qualifications? But we need to follow headings list; we can include Skills if we have content. The posting includes many skill-like items: communication, analytical, etc. Could create a Skills section. However we must not create sections with filler. We have concrete skill items, so we can create Skills section. We also have Educational Qualifications, Clearance, Location. Those could go under Requirements? Or Qualifications? The headings list includes Requirements and Qualifications. We could put Required Qualifications under Requirements, Preferred Qualifications under Qualifications. Educational Qualifications and Clearance maybe under Requirements as well? Or we could create a separate section like "Additional Information" but not allowed headings. So we need to fit into allowed headings. Perhaps we put Educational Qualifications and Clearance under Requirements (as they are requirements). Location maybe under Requirements or could be omitted? Location is substantive; we need to preserve. Could put under Requirements as a note. We must not repeat job title as heading. No Job ID. We must output only HTML fragment. Let's structure:

About the role

REI Systems’ mission is to deliver reliable, innovative technology solutions that advance Federal clients' missions and exceed their expectations. Our technologists and consultants are passionate about solving complex challenges that impact millions of lives. We take a Mindful Modernization® approach in delivering our services, including application modernization, grants management, case management systems, government data analytics, and advisory services. This approach, the REI Way, ensures mission impact by aligning our clients' strategic objectives with measurable outcomes through people, processes, and technology. We offer the same commitment to our employees by providing professional development, meaningful projects, and flexibility to spend time with family and friends. We believe employees are at their best when fulfilled in both their professional careers and their personal lives. Employees voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, 2020, 2021, 2022, 2023, 2024, and 2025!

Responsibilities

• Serve as the primary backup to the Help Desk Manager, assuming management responsibilities during periods of absence and supporting daily operational oversight.
• Assist with workforce coordination, workload balancing, scheduling, and resource management to maintain adequate support coverage and service-level compliance.
• Provide leadership, coaching, and operational guidance to Help Desk staff.
• Support team initiatives, projects, process improvements, and service-delivery objectives.
• Lead and coordinate major projects, data calls, system maintenance activities, application releases, and patching events.
• Promote accountability, collaboration, and adherence to established support procedures.
• Serve as the Help Desk Queue Manager, overseeing ticket intake, prioritization, assignment, escalation, follow-up, and resolution.
• Monitor ticket queues, response times, resolution times, backlog, and service metrics to ensure compliance with established Service Level Agreements and performance standards.
• Identify operational bottlenecks, recurring issues, ticket trends, and service-delivery risks.
• Develop and implement corrective actions to improve efficiency, customer satisfaction, and ticket resolution.
• Serve as the primary escalation point for complex, urgent, or high-impact customer issues.
• Coordinate with Tier 3 support, developers, application teams, and program leadership to ensure issues are resolved promptly.
• Lead the development, validation, and delivery of weekly, monthly, quarterly, annual, and ad hoc contractual reports.
• Collect, analyze, and present operational performance data while ensuring accuracy, consistency, and compliance with contractual reporting requirements.
• Monitor key performance indicators, Service Level Agreements, customer satisfaction measures, ticket volumes, backlog, and operational trends.
• Provide actionable findings and recommendations to program and organizational leadership.
• Develop dashboards, presentations, and executive-level reporting materials.
• Support audits, program reviews, customer briefings, quality reviews, and reporting requests from internal and external stakeholders.
• Serve as the Knowledge Base Manager and maintain the overall accuracy, quality, usability, and effectiveness of support documentation.
• Develop, review, approve, publish, and maintain knowledge articles, frequently asked questions, standard operating procedures, troubleshooting guides, and user documentation.
• Establish and maintain knowledge-management standards, governance processes, review cycles, and content-approval procedures.
• Ensure support documentation remains current, consistent, accessible, and aligned with system or process changes.
• Partner with application teams, subject matter experts, developers, and Tier 3 support resources to capture institutional knowledge.
• Identify opportunities to improve customer self-service capabilities and reduce repeat support requests.
• Provide timely, professional, and customer-focused support to internal and external users through Help Desk channels, email, phone, and collaboration platforms.
• Troubleshoot application, account, access, system, and user-related issues.
• Document customer interactions, troubleshooting steps, escalations, and resolutions accurately within the ticketing system.
• Coordinate issue-resolution activities across technical and program teams.
• Maintain strong working relationships with customers, stakeholders, Tier 3 support personnel, developers, and program staff.
• Support user onboarding, training sessions, product demonstrations, system updates, and customer communications.
• Communicate service interruptions, system changes, planned maintenance, and issue-resolution updates clearly and promptly.
• Serve as a liaison between customers, stakeholders, Help Desk personnel, application teams, and program leadership.
• Support process-improvement initiatives and the implementation of Help Desk and customer-support best practices.
• Maintain, retrieve, analyze, and disseminate information required to support program operations and stakeholder decision-making.
• Participate in operational meetings, status reviews, planning sessions, and continuous-improvement activities.
• Perform additional duties as assigned in support of program and organizational objectives.

Requirements

• Minimum of three years of experience in Help Desk operations, application support, customer success, technical support, or a related service environment.
• Demonstrated experience leading support operations, managing ticket queues, or serving in a senior support or team-lead capacity.
• Experience monitoring ticket volumes, escalations, backlogs, response times, resolution times, and Service Level Agreement performance.
• Experience creating, managing, validating, and presenting operational or contractual performance reports.
• Experience developing and maintaining knowledge repositories, support documentation, standard operating procedures, or knowledge bases.
• Strong understanding of customer-support processes, incident management, escalation management, and service-delivery best practices.
• Experience troubleshooting application, user-access, account, and system-related issues.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving skills.
• High level of accuracy and attention to detail.
• Experience using ticketing and support platforms such as Jira, ServiceNow, Salesforce, or similar systems.
• Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
• Ability to lead cross-functional efforts and collaborate effectively with customers, developers, technical teams, and program leadership.
• Educational Qualifications: BS in Engineering, Computer Science, Information Systems or equivalent.
• Clearance: Eligible to obtain a public trust clearance.
• Location: Hybrid (2 days per week or as needed in the REI Sterling Office).

Qualifications

• Preferred Qualifications: Bachelor’s degree in Information Technology, Business Administration, Communications, or a related field.
• Experience supporting government, enterprise, healthcare, life-sciences, or highly regulated programs.
• Experience working in an environment with formal contractual reporting and Service Level Agreement requirements.
• Knowledge of Information Technology Service Management frameworks and best practices.
• Experience developing executive-level dashboards, scorecards, reports, and performance metrics.
• Familiarity with AI-powered customer-support tools, workflow automation platforms, chatbots, and knowledge-centered support methodologies.
• Experience supporting application releases, maintenance activities, patching events, or production-support efforts.
• Previous experience supporting FDA applications, systems, programs, or regulatory business processes is highly desirable.
• Familiarity with FDA user communities, operational processes, and regulatory environments is a strong plus and may enable faster onboarding and more effective stakeholder support.

Skills

• Customer-focused operational leadership.
• Help Desk management and service delivery.
• Contractual reporting and metrics management.
• Knowledge base management.
• Technical troubleshooting (application, account, access, system).
• Written and verbal communication.
• Analytical, organizational, problem-solving.
• Attention to detail.
• Ticketing platform proficiency (Jira, ServiceNow, Salesforce).
• Cross-functional collaboration.
• Ability to manage multiple priorities and meet deadlines.

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