Service Support Representative (Night Shift) ID-10192

November 23, 2024

Full job description

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.

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Responsibilities

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 timeserver

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 (good to have)

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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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