Senior Customer Support Specialist | Secret Clearance

ASRC Federal; Washington (District of Columbia); On-site; USD 85,000 - 115,000; Full time

Job summary

ASRC Federal is seeking an experienced customer service professional in Washington, DC to join our team supporting government missions. You will handle inquiries by phone, email, and in person, diagnose issues, and guide customers through processes to completion.

With 8+ years in customer support and strong communication, you will document interactions, escalate when needed, and contribute to process improvements while meeting service standards and policies.

Qualifications

• High School diploma required.
• 8+ years in customer support or related field.
• Strong communication and interpersonal skills.
• Experience with ticketing and support tracking systems.
• Proficient with Microsoft Office and web-based systems.
• Ability to troubleshoot and resolve multiple inquiries under pressure.

Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide information.
• Identify, diagnose, and resolve customer issues, technical or non-technical.
• Guide customers through online systems, forms, and workflows to completion.
• Document all interactions and resolutions for records.
• Escalate complex issues to management or technical teams.
• Analyze problems to identify patterns and improvement opportunities.
• Maintain communication with internal teams to address concerns promptly.
• Provide high-quality service aligned with policies and standards.
• Support walk-in visitors and direct to appropriate resources.
• Prepare routine reports on trends, issues, and recommendations.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Documentation

Education

High School diploma

Tools

ServiceNow

Jira Service Desk

Zendesk

Microsoft Office

Job description

ASRC Federal is seeking an experienced customer service professional in Washington, DC to join our team supporting government missions. You will handle inquiries by phone, email, and in person, diagnose issues, and guide customers through processes to completion.

With 8+ years in customer support and strong communication, you will document interactions, escalate when needed, and contribute to process improvements while meeting service standards and policies.