Service Support Representative (Days)
About Our Client
This organization operates within the technology and government services sector, delivering innovative engineering, technology integration, and support services primarily to federal government clients. Established in 1995, it has a history of modernizing business systems for major commercial and government entities. The company is employee-owned and emphasizes a culture of accountability and innovation, with multiple business lines including Platform Services, Mission Services, and Digital Services, supporting complex government missions and business needs.
About the Opportunity
The Service Support Representative role supports the Platform Services team on a high-profile government contract. This position is responsible for managing ticket statuses, validating customer documents, supporting internal operations, and maintaining direct communication with customers. The role is critical to the smooth operation of service support processes and ensuring stakeholder satisfaction. It requires flexibility to work overnight, weekends, and holidays as part of a 24/7/365 team.
Responsibilities
- Work independently within a high-productivity team
- Process stakeholder requests via telephone, email, or web with professional, accurate responses
- Update ticketing system in accordance with contract requirements
- Review and validate daily reports for data accuracy and metrics
- Provide troubleshooting support for phones, applications, and databases
- Respond promptly to stakeholder inquiries
- Maintain detailed records of interactions, transactions, and complaints
- Coordinate with colleagues as needed
- Provide feedback on stakeholder service process efficiency
- Ensure stakeholder satisfaction with professional support
- Maintain a positive and empathetic attitude toward stakeholders
Requirements
- High school diploma
- Minimum 2 years experience in a service support role
- Experience with ticketing systems and data validation for quality metrics
- Experience in direct customer and field support communication, both verbal and written
- Ability to work flexible hours including overnight shifts and holidays
- Reliable high-speed internet for remote work
- Ability to obtain Public Trust Clearance with up to 60-day processing time
Preferred Qualifications
- Basic troubleshooting knowledge
- Tier 1 service experience
Pay
$20.00 per hour
Benefits
- Employee stock ownership plan with annual employer contribution
- 401(k) plan with Roth option and employer match, immediate vesting
- Paid time off
- Eleven paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance
- Employee Assistance Program
- Wellness resources
- Company-paid training and development
- Voluntary benefits including additional Life & AD&D, disability, legal, identity theft, and pet insurance plans