Customer Support Specialist

About the role

The Customer Support Specialist provides first-line customer support across multiple communication channels, ensuring timely request acknowledgment, triage, and resolution using established workflows. This role escalates complex issues to higher tiers as needed and captures customer feedback to support service quality and continuity.

Responsibilities

• Provide first-line support across phone, email, chat, and other communication channels for 24/7 operation center
• 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 handoff

Requirements

• An ACTIVE and MAINTAINED "TOP SECRET" Federal or DoD Clearance
• Bachelor’s degree
• FIVE (5) or more years of experience in call center, customer service, client service, or related support roles

Qualifications

While not all qualifications are required, the following would be nice to have:

• Demonstrated experience in Tier 1 support, including triage, issue resolution, and escalation
• Experience supporting multi-channel customer environments
• Strong customer service orientation with a focus on responsiveness and resolution
• Experience using ticketing or service management systems (e.g., ServiceNow or similar)
• Proven ability to manage multiple requests simultaneously in a fast-paced environment
• 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 environments or secure operations

Skills

Guidehouse values the following skills:

• Customer service orientation
• Effective communication
• Problem-solving abilities
• Attention to detail
• Knowledge of ITIL or similar frameworks

Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include medical, Rx, dental & vision insurance, personal and family sick time & company paid holidays, parental leave and adoption assistance, a 401(k) retirement plan, basic life & supplemental life health, health savings account, dental/vision & dependent care flexible spending accounts, short-term & long-term disability, student loan paydown, tuition reimbursement, personal development & learning opportunities, skills development & certifications, employee referral program, corporate sponsored events & community outreach, emergency back-up childcare program, mobility stipend, and more.

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.