Join the TechFlow Team: Shaping the Future of Government Technology Support
At TechFlow, we're on a mission to revolutionize the way technology supports government missions. As a leader in innovative engineering, technology integration, and support services, we're seeking a highly skilled and dedicated Service Support Representative to join our Platform Services team on a night shift, fully remote basis. If you're passionate about delivering exceptional customer service, working independently, and being part of a dynamic, 24/7/365 team, we want to hear from you!
About the Role: Service Support Representative (Night Shift)
This is a hands-on, high-impact position that requires a diverse skill set and a strong ability to work independently. As a Service Support Representative, you will be the primary point of contact for a high-profile government contract, ensuring seamless daily operations, accurate data tracking, and top-notch customer satisfaction. Your work will be critical in supporting field operations, internal stakeholders, and directly influencing the success of our client's mission.
Key Responsibilities:
- Work independently as part of a high-productivity team to process requests and inquiries from stakeholders via telephone, email, or web, ensuring timely and professional responses.
- Update and maintain our ticketing system according to contract requirements, ensuring data accuracy and quality metrics.
- Review and validate daily reports for accurate data and metrics, providing insights for improvement.
- Provide troubleshooting support for technical issues related to phones, applications, and databases.
- Respond promptly to stakeholder inquiries, maintaining detailed records of interactions, transactions, comments, and complaints.
- Communicate and coordinate with colleagues as necessary to ensure seamless operations and excellent customer service.
- Provide feedback on the efficiency of the stakeholder service process, suggesting improvements.
- Ensure stakeholder satisfaction by providing professional, empathetic, and positive support at all times.
Essential Qualifications:
- High school diploma or equivalent.
- 2+ years of experience in a service support role, preferably in a technical or government contracting environment.
- Experience with ticketing systems, data tracking, and validating tickets for quality metrics.
- Proven ability to respond directly to customers and field support both verbally and in writing.
- Flexibility to work a varied schedule including weekends, evenings, and holidays.
- Ability to obtain a Public Trust Clearance and willingness to undergo a processing period of up to 60 days prior to the start date.
Preferred Qualifications:
- Basic understanding of troubleshooting skills and steps.
- Tier 1 service experience, with a background in handling initial customer contacts and resolving issues.
Why Join TechFlow?
As a 100% employee-owned company, TechFlow offers more than just a job - we offer a career path filled with growth, innovation, and a sense of ownership. Our culture thrives on out-of-the-box thinking, entrepreneurial spirit, and a commitment to doing what's right. We're proud to offer a comprehensive benefits package that includes:
- Employee Stock Ownership Plan (ESOP) with annual employer contribution.
- 401(k) plan with Roth option and employer match.
- Immediate vesting.
- Paid time off and 10 paid holidays per year.
- Comprehensive medical, dental, and vision plans.
- Company-paid Life & AD&D insurance plan.
- Employee Assistance Program and Wellness Resources.
- Company-paid training and development program.
- Voluntary benefits including Life & AD&D Insurance for employee, spouse, and children, short-term and long-term disability, Legal Shield, Identity Theft protection, and Pet Insurance.
Career Growth and Learning Benefits:
At TechFlow, we're committed to your professional growth and development. As a Service Support Representative, you'll have the opportunity to:
- Develop your technical skills through our comprehensive training programs.
- Enhance your customer service and communication skills.
- Gain experience working on a high-profile government contract.
- Collaborate with a diverse team of professionals.
- Take on new challenges and responsibilities as you grow in your role.
Work Environment and Company Culture:
As a fully remote role, you'll enjoy the flexibility of working from home while being part of a dynamic, global team. Our company culture is built on innovation, teamwork, and a commitment to excellence. We're proud to be an equal opportunities employer, welcoming applications from diverse candidates.
Compensation and Benefits:
We offer a competitive salary and a comprehensive benefits package that reflects our commitment to our employees' well-being and success.
Ready to Make a Difference?
If you're a motivated, customer-focused professional looking for a challenging and rewarding role, we want to hear from you. Join TechFlow as a Night Shift Service Support Representative and be part of a team that's shaping the future of government technology support. Apply now and take the first step towards a fulfilling career with a company that values innovation, teamwork, and employee ownership.
Don't miss this opportunity to contribute to a meaningful mission and grow with a dynamic company. Apply today!
Apply Now