Service Support Representative – Days

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Assist the Platform Services team on a prominent government contract

• Monitor ticket statuses on a daily basis alongside field support

• Evaluate necessary customer documentation for precision

• Aid in internal operations

• Engage directly with the customer

• Handle stakeholder requests and inquiries through phone, email, or web

• Refresh the ticketing system in accordance with contract stipulations

• Examine and confirm daily reports for accurate data and metrics

• Diagnose issues related to phones, applications, and databases

• Swiftly respond to stakeholder inquiries

• Keep thorough records of stakeholder interactions, transactions, comments, and complaints

• Collaborate and communicate effectively with colleagues

• Provide insights on the efficiency of stakeholder service processes

• Ensure stakeholder satisfaction while delivering professional support

• Uphold a positive, empathetic, and professional demeanor towards stakeholders

⛳️ Requirements

• High school diploma

• Over 2 years of experience in a service support capacity

• Familiarity with ticketing systems, data management, and validating tickets for quality metrics

• Experience in direct communication with customers and field support both verbally and in writing

• Capability to work a flexible schedule, including overnight support (hours may vary) and holidays

• Dependable high-speed internet connection for remote work and timely communication

• Ability to secure a Public Trust Clearance and be amenable to a processing period of up to 60 days before the start date

🏝️ Benefits

• Employee stock ownership plan (ESOP) with annual employer contribution (according to plan guidelines)

• 401k plan with Roth option

• Eligibility for employer matching

• Immediate vesting

• Paid time off

• 11 paid holidays each year

• Comprehensive medical, dental, and vision plans

• Company-funded Life & AD&D insurance plan

• Employee Assistance Program

• Wellness Resources

• Company-sponsored training and development program

• Voluntary life & AD&D insurance for employees, spouses, and children

• Short-term and long-term disability (according to plan guidelines)

• Legal Shield and Identity Theft protection plans

• Pet Insurance

• 100% employee-owned company