Remote Service Support Representative (Days)

DescriptionTechFlow 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.Key ResponsibilitiesWork 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 responsesUpdate ticketing system based on contract requirementsReview and validate reports daily for accurate data and metricsProvide troubleshooting support for phones, applications, and database issuesRespond promptly to stakeholder inquiriesKeep detailed records of stakeholder interactions, transactions, comments and complaintsCommunicate and coordinate with colleagues as necessaryProvide feedback on the efficiency of the stakeholder service processEnsure stakeholder satisfaction and provide professional stakeholder supportMaintain a positive, empathetic and professional attitude toward stakeholders at all timeserverRequirementsHigh school diploma2+ years of experience in service support roleExperience with ticketing systems, data, and validating tickets for quality metricsExperience responding directly to customers and field support verbally and in writingAbility 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 datePreferred Qualifications (good to have)Basic understanding of troubleshooting skills/stepsTier 1 service experienceCompensation: $20.00 per hourBenefitsAbout TechFlowFounded 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 Government’s 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 three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.BenefitsTechFlow, 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 vestingPaid time offHolidays – 11 paid holidays per yearComprehensive medical, dental, and vision plansCompany-paid Life & AD&D insurance planEmployee Assistance ProgramWellness ResourcesCompany-paid training and development programVoluntary benefits include:Life & AD&D Insurance for employee, spouse, and childrenShort-term and long-term disability (per plan guidelines)Legal Shield and Identity Theft protection plansPet Insurance#techflow