Key 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
- 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
- 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 - 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