Customer Service Representative

Synergy; Great Falls Crossing (VA); Remote; USD 70,000 - 85,000; Full time

Job summary

A leading company in software solutions is seeking a Tier 3 Software Support Specialist to investigate, report, and resolve issues for their end-users. This remote position requires strong communication and problem-solving skills, high attention to detail, and the ability to work with teams across various cloud services. Candidates must possess a Bachelor's degree or appropriate certification, along with an active security clearance. The company offers competitive benefits including medical insurance, 401(k) matching, and career development opportunities.

Benefits

Generous benefits portfolio

Tuition and training reimbursement

Fitness/wellness reimbursement

Company-paid life insurance

Career coaching

Qualifications

• Must hold an active secret clearance.
• Experience with Scrum and Kanban teams is a plus.
• Self-starter with an ability to deliver quality documentation.

Responsibilities

• Sort through and prioritize support requests using JIRA and ServiceNow.
• Investigate user-reported issues and analyze data for trends.
• Collaborate with cross-functional teams to resolve issues.

Skills

Communication Skills

Problem Solving

Technical Documentation

Data Analysis

Education

Bachelor's degree in Computer Science, Cyber Security, or related field

Security+ certification (if degree not possessed)

Tools

JIRA

ServiceNow

Confluence

Job description

United States, Virginia, Reston

Description

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy's core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including group medical, dental, and vision insurance, HSA, FSA, 401(k) with immediately vested company match, PTO/Sick Leave, 11 paid federal holidays, company paid life, short-term and long-term disability insurance, tuition and training reimbursement, fitness/wellness reimbursement, a referral bonus program, and life management programs.

At Synergy, you'll be challenged and given the opportunity to grow in your career path. Growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven-if that sounds like you, Synergy has a position for you!

This is a remote opportunity.

Description:

• Tier 3 software support - investigate, report, record, escalate and/or resolve issues as necessary.

Essential Functions & Duties:

• Sort through, prioritize, and address end-user support requests, using JIRA + ServiceNow
• Create and maintain source pages (JIRA, ServiceNow, & Confluence)
• Investigate user-reported issues for known solutions and/or escalation to technical resources
• Create and execute advanced queries as needed, including reporting regular metrics on Service Desk support ticket resolution
• Identify and resolve issues reported by the customer
• Review and ensure all incident details are accurate and complete
• Analyze data to identify trends and patterns for mitigation
• Ability to collaborate across multiple cross-functional teams
• Ability to understand and navigate the back end of cloud services for Service Desk support
• Ability to work outside of normal business hours to support the emergent needs of new software installation.

Skills, Qualifications, and Certifications of Best Candidates:

• Consistent, patient, accurate communication skills in person, on the phone, and in writing
• Ability to deliver high-quality documentation, with attention to detail
• Ability to quickly grasp complex technical concepts and make them easily understandable
• Must be a self-starter
• Experience and understanding of Scrum and Kanban teams is a plus
• Appian software experience is a plus

Citizenship or Work Authorization Required:

• Must hold an active secret clearance to be considered for the role.

Required Education & Experience:

• Bachelor's degree in Computer Science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree; or an Engineering degree from an accredited* institution. A required certification may be accepted in lieu of the education requirement. *The U.S. Department of Education Database of Accredited Postsecondary Institutions and Programs located at https://amspub.abet.org/aps/name-search?searchType=institution identifies accredited postsecondary institutions and programs that are within the U.S. and its territories.

Required Certification:

• In accordance with DOD Cyber Workforce Qualifications Matrices Management, Security+ is required for candidates who do not possess a Bachelor's degree in Computer Science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree, or a degree in Engineering from an accredited* institution. The U.S. Department of Education Database of Accredited Postsecondary Institutions and Programs located at https://amspub.abet.org/aps/name-search?searchType=institution identifies accredited postsecondary institutions and programs that are within the U.S. and its territories.

Compensation for roles at Synergy varies depending on a wide variety of factors, including but not limited to the requirements of the role; education and certifications; knowledge, training, skills, and abilities; level of experience; geographic location; and alignment with market data, law, and other business and organizational needs. As required by local law, the posted pay range represents the lowest to the highest pay that Synergy believes in good faith it might pay for this particular job, depending on the circumstances. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current pay range is: $70,000 - $85,000.

Synergy will accept applications for this role until June 4, 2025.

Essential Job Function Physical Requirements:The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines.

To a reduced degree, <30% of the time, candidates may have to stand, walk, lift 0-30 pounds, push or pull objects, climb stairs, bend, squat, reach, drive a car, or work overtime.

Synergy is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race (including hair texture/style), creed, color, religion, religious creed, ancestry, national origin, ethnic origin, sexual orientation, gender identity or expression, military or veteran status, sex, medical condition, pregnancy (childbirth, breastfeeding, and related medical conditions), physical or mental disability, personal appearance, organ donation and hair length associated with race, genetic information or characteristics, family responsibilities, familial status, marital status, citizenship or immigration status, status as a victim of domestic violence, a sexual offense, or stalking, political affiliation, arrest records and criminal convictions, credit information, matriculation, homeless status, or any other characteristic protected by federal, state and local law. Discrimination or harassment based upon these protected categories is expressly prohibited. This policy applies to all aspects of employment, including job selection, assignment, promotion, compensation, benefits, training, discipline, and termination.

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