Join the TechFlow Team as a Service Support Representative and Drive Innovation in Government Contracting
At TechFlow, we're revolutionizing the way government contracts are managed and executed. With a rich history dating back to 1995, we've established ourselves as a leader in providing cutting-edge engineering, technology, integration solutions, and support services to the Federal Government's most demanding mission and business challenges. As a 100% employee-owned company, we're driven by a culture that thrives on out-of-the-box thinking, innovation, and entrepreneurial spirit.
We're now seeking an experienced Service Support Representative to join our Platform Services team on a night shift remote basis. This is a unique opportunity to work on a high-profile government contract, be part of a 24/7/365 team, and contribute to the success of our clients. As a Service Support Representative, you'll be the face of TechFlow, providing top-notch support to our customers and ensuring their satisfaction with our services.
Key Responsibilities
- Work independently on a high-productivity team to process requests and inquiries from stakeholders via telephone, email, or web, in a timely and professional manner.
- Update our ticketing system based on contract requirements, ensuring accurate data and metrics.
- Review and validate reports daily to identify trends and areas for improvement.
- Provide troubleshooting support for phones, applications, and database issues, resolving problems promptly and efficiently.
- Respond promptly to stakeholder inquiries, keeping detailed records of interactions, transactions, comments, and complaints.
- Communicate and coordinate with colleagues as necessary to ensure seamless service delivery.
- Provide feedback on the efficiency of the stakeholder service process, identifying opportunities for improvement.
- Ensure stakeholder satisfaction and provide professional stakeholder support, maintaining a positive, empathetic, and professional attitude at all times.
Essential Qualifications
To succeed in this role, you'll need:
- A high school diploma or equivalent.
- 2+ years of experience in a service support role, preferably in a government contracting or similar environment.
- Experience with ticketing systems, data analysis, and validating tickets for quality metrics.
- Proven ability to respond directly to customers and field support verbally and in writing, providing clear and concise communication.
- Flexibility to work a varied schedule, including weekends, evenings, and holidays.
- Ability to obtain a Public Trust Clearance and willingness to wait for the processing period of up to 60 days prior to start date.
Preferred Qualifications
While not essential, the following skills and experience will give you a competitive edge:
- Basic understanding of troubleshooting skills and steps, with the ability to apply this knowledge to resolve customer issues.
- Tier 1 service experience, with a proven track record of delivering high-quality support to customers.
What We Offer
At TechFlow, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. As an employee-owner, you'll enjoy:
- Employee stock ownership plan (ESOP) with annual employer contribution.
- 401(k) plan with Roth option and eligibility for employer match.
- Immediate vesting and paid time off.
- 10 paid holidays per year and comprehensive medical, dental, and vision plans.
- Company-paid Life & AD&D insurance plan and Employee Assistance Program.
- Wellness Resources and 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, and Identity Theft protection plans, and Pet Insurance.
Career Growth Opportunities
At TechFlow, we're committed to helping our employees grow and develop their careers. As a Service Support Representative, you'll have opportunities to:
- Develop your skills in a dynamic and supportive environment.
- Take on new challenges and responsibilities as you grow in your role.
- Collaborate with colleagues across different teams and departments, expanding your knowledge and expertise.
- Participate in training and development programs to enhance your skills and stay up-to-date with industry trends.
Our Culture
At TechFlow, we pride ourselves on our culture that thrives on innovation, entrepreneurship, and out-of-the-box thinking. As an employee-owner, you'll be part of a team that's committed to delivering exceptional results and making a meaningful impact on our clients. We value:
- Innovation and creativity in everything we do.
- Collaboration and teamwork, recognizing that together we achieve more.
- Accountability and responsibility, with a focus on delivering high-quality results.
- Continuous learning and development, with opportunities to grow and expand your skills.
Why Join TechFlow?
If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we want to hear from you. As a Service Support Representative at TechFlow, you'll be part of a dynamic team that's shaping the future of government contracting. Apply now and take the first step towards a fulfilling career with a company that's committed to innovation, excellence, and employee success.
Ready to make a difference? Apply now and join the TechFlow team!
Apply Now