Remote Data & Platform Support Specialist

ICF Olson; United States; Remote; USD 81,000 - 139,000; Full time

Job summary

ICF is seeking a qualified professional for a remote role with a strong preference for candidates in the Washington DC Metro Area. The position is contingent upon a contract award and involves supporting a cloud-based data and analytics platform for federal clients.

Occasional onsite meetings at client site in Washington, DC may be required. The role focuses on customer support triage, data-services, and platform-use requests, with collaboration across product, engineering, security, governance,

Qualifications

• Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field; or a high school diploma with four additional years of relevant experience.
• Master's degree may substitute for two years of relevant experience.

Responsibilities

• Triages customer issues, supports data-services and platform-use requests, and tracks recurring pain points.
• Maintains customer history and status visibilities within lifecycle-management processes and coordinates escalations.
• Supports customer satisfaction, support-volume, resolution-trend, and adoption metrics; documents work products for traceability and improvement.

Skills

Customer support

Service desk

Customer success

Technical support

Education

Bachelor's degree or equivalent

High school diploma + 4 yrs experience

Tools

ServiceNow

Salesforce

Microsoft Dynamics

Jira Service Management

Job description

ICF is seeking a qualified professional for a remote role with a strong preference for candidates in the Washington DC Metro Area. The position is contingent upon a contract award and involves supporting a cloud-based data and analytics platform for federal clients.

Occasional onsite meetings at client site in Washington, DC may be required. The role focuses on customer support triage, data-services, and platform-use requests, with collaboration across product, engineering, security, governance,