Senior Customer Support Specialist - Secret Clearance

Colonial Group; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

ASRC Federal seeks an experienced Customer Support Specialist to assist customers via phone, email, Teams, and in person from our Washington, DC location. You will troubleshoot, guide users through processes, and document interactions to ensure accurate records.

The role requires 8+ years in customer support, a high school diploma, strong communication skills, and familiarity with ticketing systems. You will collaborate with internal teams to resolve issues and improve service delivery while

Qualifications

• High School diploma required.
• 8+ years of experience in customer support or related field.
• Strong communication and interpersonal skills for diverse customers.
• Proven ability to troubleshoot and resolve issues across topics.
• Experience with ticketing or customer support tracking systems.
• Ability to manage multiple inquiries while maintaining detail.
• Proficiency with Microsoft Office and web-based systems.
• Customer-focused mindset with problem-solving skills.

Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide timely information about services and processes.
• Diagnose and resolve customer issues, technical or non-technical.
• Guide customers through online forms and workflows to complete tasks.
• Document all interactions and resolutions for accurate records.
• Escalate complex issues to management or technical teams as needed.
• Identify patterns and opportunities for process improvement.
• Maintain strong communication with internal teams to address concerns promptly.
• Provide high-quality service aligned with policies and standards.
• Assist walk-in visitors by answering questions and directing to resources.
• Prepare routine reports summarizing customer trends and recommendations.

Skills

Communication skills

Troubleshooting

Ticketing systems

MS Office

Multitasking

Interpersonal skills

Education

High School diploma

Tools

ServiceNow

Jira Service Desk

Zendesk

Microsoft Office

Job description

ASRC Federal seeks an experienced Customer Support Specialist to assist customers via phone, email, Teams, and in person from our Washington, DC location. You will troubleshoot, guide users through processes, and document interactions to ensure accurate records.

The role requires 8+ years in customer support, a high school diploma, strong communication skills, and familiarity with ticketing systems. You will collaborate with internal teams to resolve issues and improve service delivery while