Lead Service Support Representative

The Lead Service Support Representative is a critical role, support a high-profile government contract. This is a hands-on lead position that focuses on leading the shift, maintaining customer satisfaction and relationships between internal team members and stakeholders. The Lead Service Support Representative will use their experience in managing schedules, ensuring accurate data, and will provide solutions for process improvement. They will also focus on 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 part of a 24/7/365 team.

Key Responsibilities:

• Communicates with multiple internal (program, corporate) and external (customer) stakeholders to identify requirements.
• Facilitate customer satisfaction surveys and provide results to primary stakeholders.
• Act as an internal escalation point for Service Support representatives.
• Review and update processes.
• Facilitate the delivery of internal documents.
• Verify accuracy of data and provide analysis for metrics outside tolerance levels.
• Review metrics reports for accuracy and distribution, as required.
• Communicate with field personnel to train and assist with data entry.
• Process manual ticket updates.
• Uses established document and brief formats, assists in determining document needs of end users.
• Track ongoing ticket updates and work status with Excel reports.
• Support asset and user management within internal systems and platforms.
• Provide testing for mobile & desktop program software.
• Support radiation safety officer by reviewing and tracking radiation survey schedules and documents.
• Provide on-call support on weekends/holidays.
• 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 weekends, evenings, and holidays
• 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

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

Benefits

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 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.

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 – 10 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