Customer Support Specialist

About the role

The Customer Support Specialist role requires an active and maintained "TOP SECRET" Federal or DOD security clearance. This position is up to 10% travel and involves working 24/7 across phone, email, chat, and other communication channels.

Responsibilities

• Deliver first-line customer assistance by acknowledging, triaging, and resolving common service requests using approved workflows and knowledge base resources.
• Escalate complex issues with detailed documentation and support customer satisfaction surveys and feedback collection activities.
• Provide first-line support across phone, email, chat, and other communication channels during weekend operations.
• Acknowledge, triage, and prioritize customer requests in alignment with established service levels.
• Resolve routine issues using standard operating procedures (SOPs) and knowledge base resources.
• Escalate complex, unresolved, or high-priority issues to Tier 2 or Tier 3 support with complete documentation.
• Document customer interactions, actions taken, and resolutions within service management systems.
• Communicate clearly and professionally with customers throughout the lifecycle of each request.
• Identify recurring issues and contribute to knowledge base updates and process improvements.
• Capture customer feedback to support service quality monitoring and reporting.
• Support operational continuity through effective coordination and shift handoffs.

Requirements

• Bachelor’s degree
• Three (3) or more years of experience in call center, customer service, client service, or related support roles
• Demonstrated experience in Tier 1 support, including triage, issue resolution, and escalation

Qualifications

• Experience supporting multi-channel 24/7 customer environments
• Excellent verbal and written communication skills across diverse customer audiences
• Proven ability to manage multiple requests simultaneously in a fast-paced environment
• Experience documenting interactions and using service management or ticketing tools
• Strong attention to detail and commitment to service quality and consistency
• Experience supporting federal or defense clients in mission-critical environments
• Familiarity with Information Technology Infrastructure Library (ITIL) or similar service management frameworks
• Experience contributing to knowledge base management or service improvement initiatives
• Exposure to cybersecurity-focused support 24/7 environments or secure operations

Skills

• None specified

Benefits

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program
• Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.