Service Support Representative – Overnight
TechFlow, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
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 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
- Preferred Qualifications (good to have)
- Basic understanding of troubleshooting skills/steps
- Tier 1 service experience
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ticketing systemsdata validationtroubleshootingcustomer servicequality metricsstakeholder supportreport validationrecord keepingcommunication skillsflexible scheduling
Soft skills
independenceprofessionalismempathycoordinationfeedback provisionattention to detailtimely communicationpositive attituderesponsivenesscustomer interaction
Certifications
Public Trust Clearance