Customer Support Specialist 2

RealmOne; Columbia (MD); On-site; USD 127,000 - 173,000; Full time

Benefits offered by this job

Healthcare coverage

401K plan

PTO & holidays

Education assistance

Flexible schedules

Referral bonus

Job summary

RealmOne is seeking a Customer Support Specialist in Maryland to provide first contact resolution for Tier 1 and Tier 2 support via phone, email and chat. The role requires overnight shift coverage and availability on weekends/holidays.

The position supports an Enterprise IT contract with security clearance requirements and collaboration with a team of IT professionals to maintain and sustain multi-level enterprise environments.

Qualifications

• 3-7 years of experience in a customer-facing role.
• Strong customer service skills and ability to work in a team-oriented environment.
• Able to prioritize and execute tasks in a high-pressure environment.

Responsibilities

• Provide first contact resolution for Tier 1 and Tier 2 support via telephone, email and chat.
• Record, categorize, prioritize, and respond to user issues and escalate as needed.
• Attend meetings affecting Help Desk processes and procedures and communicate updates to customers.
• Provide day-to-day IT system support including monitoring and problem resolution.

Skills

Customer service

Team collaboration

Prioritization

Job description

Job Brief

Admin

Job Description

Are you ready to become a RealmOne WARRIOR?

RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work/life balance by investing in our employees and encouraging professional and personal growth. We do this by offering exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch industry professionals.

Join us on this journey as we execute this mission-critical contract providing architecture, engineering, integration, and maintenance across a multiple classification Enterprise network.

Your effort and expertise are crucial to the success and execution of this impactful mission. This opportunity supports an Enterprise IT contract with a team of Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, SharePoint Developers, Systems Engineers, Network Engineers, and IT Engineers responsible for the architecture, engineering, integration, operations, maintenance and sustainment of multi-level Enterprise IT environment.

This position includes Shift Work.

Job Description

• The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will 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.
• Willing to work overnight shift from 2300 - 0700 Sun-Thu/Tues-Sat/Mon-Fri.
• Availability to work weekends and holidays.

Capabilities

• 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

Certifications Required

• Security+CE

Qualifications

• CSS2
  • 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.

Position requires active Security Clearance with appropriate Polygraph

Pay Range

127,000 - 173,000

The RealmOne pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role.

RealmOne Benefits

• Healthcare Coverage + Insurance: Medical: Three (3) rich healthcare options through CareFirst with 100% or majority company-paid premiums. Tax-advantaged health savings account available with generous employer contribution. Dental + Vision: 100% employer-paid for employees and family with buy-up option available.
• Retirement + Savings: 401K - 10% TOTAL CONTRIBUTION - 5% safe harbor - 5% annual profit share. Immediate vested, no match required!
• Paid Time Off + More: 4 weeks starting PTO - 11 federal holidays + 2 floating holidays - Paid hours for company-required training.
• Career Growth + Development: Access to FREE 24/7 learning via Udemy - Opportunities to participate in tech councils, industry initiatives, etc. - $7,500 annual Educational & Professional Development Assistance.
• MORE BENEFITS...FOR EVERY LIFESTYLE! - Paid parental leave - Adoption assistance - Annual swag drops - Flexible work schedules - -Generous referral bonus program - Employee appreciation + family-friendly corporate events ...and much more.

About us

• RealmOne is a mid-sized science and technology company dedicated to solving our customers' toughest mission challenges.
• Headquartered in Columbia, MD., RealmOne supplies advanced cybersecurity, data science and software engineering services and products to customers in the Government and commercial sectors.
• RealmOne delivers encompassing mission assurance and critical systems support to government customers across various U.S. locations to include Colorado, Georgia, Hawaii, Texas, Utah, and Virginia.
• RealmOne has earned numerous awards, including being named a Top Workplace by the Baltimore Sun. With more than 30+ active contracts, 12 of which are prime, RealmOne stands as a premier innovator supporting the Government and Department of Defense, with team members located nationwide.

Disclaimer: Benefits packages offered by RealmOne are subject to variation and may differ based on work location, clearance level, and other eligibility criteria. Specific eligibility, availability, and scope of benefits are not guaranteed, may differ from those generally described, and remain subject to modification at the sole discretion of the company.