[Hiring] Service Support Representative @TechFlow, Inc.

Role Description

TechFlow is hiring a remote Service Support Representative to support the Platform Services team. The Service Support Representative will support a high-profile government contract. This is a hands-on service support position that focuses on the daily tracking of ticket statuses with field support, will review required customer documents for accuracy, support internal operations, and will communicate directly with the customer. This position is hourly, fully work from home/remote, and will be part of a 24/7/365 team. Candidates must be available to work late afternoon and overnights, including weekends and holidays, to be considered.

• Work independently on a high productivity team
• Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses
• Update ticketing system based on contract requirements
• Review and validate reports daily for accurate data and metrics
• Provide troubleshooting support for phones, applications, and database issues
• Respond promptly to stakeholder inquiries
• Keep detailed records of stakeholder interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the stakeholder service process
• Ensure stakeholder satisfaction and provide professional stakeholder support
• Maintain a positive, empathetic and professional attitude toward stakeholders at all times

Qualifications

• High school diploma
• 2+ years of experience in service support role
• Experience with ticketing systems, data, and validating tickets for quality metrics
• Experience responding directly to customers and field support verbally and in writing
• Ability to work a flexible schedule including overnight support (hours may vary) and holidays
• Must have reliable high-speed internet to support remote work, and timely communication
• Must be able to obtain a Public Trust Clearance and comfortable in waiting a processing period of up to 60 days prior to start date

Requirements

• Basic understanding of troubleshooting skills/steps (preferred)
• Tier 1 service experience (preferred)

Benefits

• TechFlow, Inc is 100% employee-owned
• Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
• 401k plan with Roth option
• Eligibility for an employer match
• Immediate vesting
• Paid time off
• Holidays – 11 paid holidays per year
• Comprehensive medical, dental, and vision plans
• Company-paid Life & AD&D insurance plan
• Employee Assistance Program
• Wellness Resources
• Company-paid training and development program
• Voluntary benefits include:
  • Life & AD&D Insurance for employee, spouse, and children
  • Short-term and long-term disability (per plan guidelines)
  • Legal Shield and Identity Theft protection plans
  • Pet Insurance