Remote Service Support Specialist (Ticketing)

TechFlow; United States; Remote; USD 28,000 - 33,000; Full time

Benefits offered by this job

Employee stock ownership plan (ESOP)

401k with match

Paid time off

Holidays 11 days per year

Medical/Dental/Vision plans

Life & AD&D insurance

Employee Assistance Program

Wellness resources

Company-paid training and development

Job summary

TechFlow is hiring a remote Service Support Representative to support the Platform Services team on a government contract. The role handles daily ticket tracking, document validation, and customer communications in a 24/7/365 environment. Overnight and weekend availability is required.

Candidates should have a high school diploma and at least two years in service support, with experience in ticketing systems and data validation for quality metrics. A Public Trust Clearance must be obtainable.

Qualifications

• High school diploma or equivalent required.
• 2+ years in a service support role.
• Experience with ticketing systems, data, and validating tickets for quality metrics.
• Experience responding to customers directly, verbally and in writing.
• Ability to work a flexible schedule including overnight support and holidays.
• Reliable high-speed internet for remote work and timely communication.
• Must be able to obtain a Public Trust Clearance and tolerate up to 60 days processing before start date.

Responsibilities

• Work independently on a high productivity team.
• Process requests and inquiries via telephone, email, or web with professional, grammatically correct responses.
• Update ticketing system based on contract requirements.
• Review and validate reports daily for accurate data and metrics.
• Provide troubleshooting support for phones, applications, and database issues.
• Respond promptly to stakeholder inquiries.
• Keep detailed records of stakeholder interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the stakeholder service process.
• Ensure stakeholder satisfaction and provide professional support.
• Maintain a positive, empathetic and professional attitude toward stakeholders at all times.

Skills

Ticketing systems

Customer support

Communication skills

Flexible schedule

Remote work readiness

Public Trust Clearance

Education

High School Diploma

Tools

Ticketing system

Job description

TechFlow is hiring a remote Service Support Representative to support the Platform Services team on a government contract. The role handles daily ticket tracking, document validation, and customer communications in a 24/7/365 environment. Overnight and weekend availability is required.

Candidates should have a high school diploma and at least two years in service support, with experience in ticketing systems and data validation for quality metrics. A Public Trust Clearance must be obtainable.