Service Support Representative (Day Shift)

TechFlow, Inc.; United States; Remote; USD 10,000 - 60,000; Part time

Job summary

An established industry player is seeking a dedicated Service Support Representative to join their Platform Services team. In this fully remote role, you will be integral to maintaining high standards of customer service, ensuring timely responses to inquiries, and managing ticket statuses effectively. This position requires flexibility and a commitment to providing exceptional support, especially during evenings, weekends, and holidays. Join a dynamic team that values professionalism and strives for stakeholder satisfaction in every interaction.

Qualifications

• 2+ years of experience in a service support role.
• Experience with ticketing systems and validating tickets.

Responsibilities

• Process requests and inquiries reported by stakeholders via various channels.
• Update the ticketing system based on contract requirements.
• Provide troubleshooting support for phones and applications.

Skills

Service Support Experience

Customer Communication

Ticketing Systems

Troubleshooting Skills

Education

High School Diploma

Tools

Ticketing Systems

Job description

TechFlow is hiring a Service Support Representative to support the Platform Services team. The Service Support Representative will support a high-profile government contract. This is a hands-on service support position that focuses on the daily tracking of ticket statuses with field support, reviewing required customer documents for accuracy, supporting internal operations, and communicating directly with the customer. This position is hourly, fully remote, and part of a 24/7/365 team. Candidates must be available to work late afternoons, overnights, weekends, and holidays.

Responsibilities

1. Work independently on a high-productivity team.
2. Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses.
3. Update the ticketing system based on contract requirements.
4. Review and validate reports daily for accurate data and metrics.
5. Provide troubleshooting support for phones, applications, and databases.
6. Respond promptly to stakeholder inquiries.
7. Keep detailed records of stakeholder interactions, transactions, comments, and complaints.
8. Communicate and coordinate with colleagues as necessary.
9. Provide feedback on the efficiency of the stakeholder service process.
10. Ensure stakeholder satisfaction and provide professional support.
11. Maintain a positive, empathetic, and professional attitude toward stakeholders at all times.

Minimum Qualifications

• High school diploma.
• 2+ years of experience in a service support role.
• Experience with ticketing systems, data, and validating tickets for quality metrics.
• Experience responding directly to customers and field support verbally and in writing.
• Ability to work a flexible schedule including weekends, evenings, and holidays.
• Must be able to obtain a Public Trust Clearance and be comfortable with a processing period of up to 60 days prior to start date.

Preferred Qualifications

• Basic understanding of troubleshooting skills/steps.
• Tier 1 service experience.