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TechFlow is hiring a 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.

This position is for individuals interested in working between the hours of 4 PM and 4 AM EST. The role is fully remote so you can work anywhere in the United States.

Responsibilities

• Service Support and Research
  • Assist clients and technicians by addressing and conducting research as necessary to provide solutions.
  • Help prevent operational issues and incorporate strategies to optimize the use of technology.
  • Collaborate with peers, data analysts, and any other departments to resolve clients issues
  • Work independently on a high-productivity team
  • Provide troubleshooting support for phones, applications, and database issues
• Stakeholder and Client Relationship Management
  • Process requests and inquiries reported by stakeholders via telephone, email, or ticketing system, in a timely manner, with professional and grammatically correct responses
  • Provide feedback on the efficiency of the stakeholder service process
  • Respond promptly to stakeholder inquiries
  • Ensure stakeholder satisfaction and provide professional stakeholder support
  • Maintain a positive, empathetic, and professional attitude toward stakeholders at all times
• Data Validation and Management
  • Update ticketing system based on contract requirements
  • Review and validate reports daily for accurate data and metrics
  • Keep detailed records of stakeholder interactions, transactions, comments, and complaints

Requirements

• 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 weekends, evenings, and holidays
• Ability to obtain a Public Trust Clearance and comfortable in waiting a processing period of up to 60 days prior to start date
• Experience working night shift/2nd shift

Preferred Qualifications (good to have)

• Basic understanding of troubleshooting skills/steps
• Experience with Microsoft Excel
• Tier 1 service experience

About TechFlow

Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Governments most demanding mission and business challenges. Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.

TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations, and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.

#techflow

Benefits

TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!

• 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