Service Support Representative (Night Shift)

TechFlow, Inc.; Virginia (MN); On-site; USD 10,000 - 60,000; Full time

Job summary

An innovative firm is seeking a dedicated Service Support Representative to join its Platform Services team. This role is crucial in supporting a high-profile government contract, focusing on ticket management and customer communication. As part of a dynamic 24/7/365 team, you will handle inquiries, ensure data accuracy, and provide troubleshooting support. With a fully remote setup, this position offers flexibility while requiring availability during late afternoons, overnights, weekends, and holidays. If you are passionate about delivering exceptional service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Process requests and inquiries via telephone, email, or web.
• Update the ticketing system and validate reports for accuracy.

Skills

Customer Service

Ticketing Systems

Data Validation

Troubleshooting

Communication

Education

High School Diploma

Tools

Ticketing System Software

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 within a high-productivity team.
2. Process requests and inquiries reported by stakeholders via telephone, email, or web, responding professionally and grammatically correctly.
3. Update the ticketing system according to contract requirements.
4. Review and validate reports daily for data accuracy and metrics.
5. Provide troubleshooting support for phones, applications, and databases.
6. Respond promptly to stakeholder inquiries.
7. Maintain detailed records of interactions, transactions, comments, and complaints.
8. Coordinate and communicate with colleagues as necessary.
9. Provide feedback on stakeholder service process efficiency.
10. Ensure stakeholder satisfaction and deliver professional support.
11. Maintain a positive, empathetic, and professional attitude at all times.

Minimum Qualifications

1. High school diploma.
2. 2+ years of experience in a service support role.
3. Experience with ticketing systems, data, and quality metric validation.
4. Experience responding directly to customers and field support verbally and in writing.
5. Ability to work a flexible schedule, including weekends, evenings, and holidays.
6. Ability to obtain a Public Trust Clearance, with up to 60 days processing time prior to start.

Preferred Qualifications

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