Customer Service Technician: Tech Support & Escalations

Gritter Francona; Baton Rouge (LA); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &} ,

Short Term & Long Term Disability

Training & Development

Job summary

Gritter Francona is hiring a Customer Service Technician to support a Veterans Affairs contract. You will respond to technical issues escalated by customers and act as liaison between operations, the client, and Engineering/Development.

You will use manuals and scripted responses to assist end users, refer ongoing issues to the appropriate engineering team, and be available for extended Core Hours Support including Mon-Sat 6:00 AM-10:00 PM ET and Sun 6:00 AM-3:00 PM ET.

Qualifications

• High school diploma or GED required.
• Experience solving technical issues and debugging.
• Ability to prioritize and work in a high-pressure environment.
• Experience in a team-oriented, collaborative, agile environment.
• Self-motivated and able to manage multi-discipline triage calls.
• Experience documenting workarounds and solutions clearly.

Responsibilities

• Respond to technical issues escalated by customers using manuals and scripted responses.
• Act as liaison between operations, the client, and Engineering/Development.
• Refer ongoing issues to the appropriate engineering support team.
• Be available for extended Core Hours Support (Mon-Sat 6:00 AM-10:00 PM ET and Sun 6:00 AM-3:00 PM ET).

Skills

Problem solving

Debugging

Prioritization

Team collaboration

Agile environment

Self-motivation

Clear communication

Education

High school diploma or GED

Job description

Gritter Francona is hiring a Customer Service Technician to support a Veterans Affairs contract. You will respond to technical issues escalated by customers and act as liaison between operations, the client, and Engineering/Development.

You will use manuals and scripted responses to assist end users, refer ongoing issues to the appropriate engineering team, and be available for extended Core Hours Support including Mon-Sat 6:00 AM-10:00 PM ET and Sun 6:00 AM-3:00 PM ET.