Senior Customer Tech Support Specialist

American Operations Corporation; Dahlgren (VA); On-site; USD 70,000 - 200,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Life Insurance

Paid Time Off

Disability Insurance

Job summary

A leading IT services company is seeking a Senior Customer Tech Support Specialist. This role serves as the primary contact for customer inquiries, providing high-quality technical support. Candidates should have 6 years of experience, US citizenship, and relevant security certifications. The position offers a salary range of $70,000 - $200,000 and various benefits.

Qualifications

• 6+ years of professional experience in a relevant tech support role.
• US citizenship and active secret security clearance required.
• Possession of security certifications like CASP, CISSP, or CCNP.

Responsibilities

• Provide advanced technical support to customers via multiple channels.
• Document customer interactions in the ticketing system.
• Engage with clients to resolve technical issues effectively.
• Collaborate with cross-functional teams to solve customer problems.
• Conduct training on product usage and features.

Skills

Technical support skills

Problem-solving

Communication skills

Root cause analysis

Tools

BMC's Remedy

ServiceNow

Job description

Senior Customer Tech Support Specialist (Help Desk)

The Sr. Customer Tech Support Specialist serves as the primary point of contact for customer inquiries and technical support issues, delivering high-quality service and ensuring customer satisfaction. This role requires a deep understanding of the company's products and services, enabling the specialist to provide effective solutions and guidance to clients. The ideal candidate will leverage their technical knowledge and exceptional communication skills to resolve complex issues, perform root cause analysis, and help improve overall client experience.

Key Responsibilities

• Provide advanced technical support and troubleshooting assistance to customers via phone, email, and remote support tools
• Document and track customer interactions, issues, and resolutions in a ticketing system, ensuring transparent communication and follow-up
• Actively engage with clients to understand their technical issues and provide appropriate solutions and recommendations
• Collaborate cross-functionally with engineering, product management, and sales teams to elevate and resolve customer problems
• Develop and maintain technical documentation, including user manuals, FAQs, and training materials
• Conduct training sessions for customers on product use, features, and best practices
• Monitor product performance, gather customer feedback, and identify opportunities for product improvement
• Stay updated on industry trends, emerging technologies, and best practices to provide the best support experience

Requirements

• Six (6) years of professional experience in Industry
• Federal or DoD Help Desk Support using a help desk tool such as BMC's Remedy or ServiceNow.
• Must have one of the following certificates: CASP, CISSP, CCNP, CISA, GCED, GCIH, or CCSP
• Must be a US citizen
• Active secret security clearance

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting

Location: King George, VA

Salary: $70,000 - $200,000