Service Support Representative (Overnight)

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💎 Seniority level: Junior, 2+ years

📍 Location: Virginia, United States, Tennessee, United States, Arkansas, United States, North Carolina, United States

🏢 Company: TechFlow, Inc.

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Communication SkillsCustomer serviceWritten communicationVerbal communicationTroubleshootingActive listeningData entryTechnical supportCustomer support

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 overnight support (hours may vary) 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

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

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