Columbia Technology Partners · 2 weeks ago
Customer Support Specialist 2
Annapolis Junction, MD
Full-time
Onsite
Mid Level
$7,000/mo - $20,000/mo
3+ years expColumbia Technology Partners is a Woman-Owned, Service-Disabled Veteran Owned Small Business specializing in technology and management consulting. The Customer Support Specialist 2 will provide first contact resolution for IT support, ensuring high-level customer service while managing user and system issues.
Cyber SecurityInformation TechnologyManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat
Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution
Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues
Enter and track tickets for the requesting organization
Responsible for attending meetings that affect Help Desk Process and Procedures
Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status
Solve problems using documented Standard Operating Procedures (SOP)
Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc
Provides support for the escalation and communication of status to agency management and global customers
Qualification
Required
3-7 years of experience
Able to prioritize and execute tasks in a high-pressure environment
Strong customer service skills and the ability to work in a team-oriented, collaborative environment. Be sensitive to unique dialects as our customers may speak English as a second language
Availability to work weekends and holidays. Willing to work evening shift from 1500-2300 Tuesday - Saturday. Training M-F, 0700-1500 for the first 4-6 weeks
U.S. Citizenship is required for all applicants
CTP is an equal opportunity employer and abides by applicable employment laws and regulations
All applicants and employees are subject to random drug testing in accordance with Executive Order 12564
Employment is contingent upon successful completion of a security background investigation and polygraph
DOD 8570 Certification
This position requires an active Security Clearance with appropriate Polygraph
Benefits
Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
Vision + Dental: Both free to you + paid in full by CTP.
Retirement: 401k - 6% company contribution
PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.
Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.
Company
Columbia Technology Partners
Columbia Technology Partners is a technology and management consulting company that provides cybersecurity and systems engineering services.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase