Technical Support & Customer Care Specialist

Gritter Francona, Inc; Washington (District of Columbia); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health Plan

Retirement Plan

Life Insurance

PTO

Disability

Training & Development

Job summary

Gritter Francona, Inc is seeking a Customer Service Technician to support a Veterans Affairs contract. You will respond to technical issues escalated by customers and coordinate with operations, client, and Engineering to resolve problems.

You will help end users using manuals and scripted responses and refer ongoing issues to the appropriate engineering team. Extended Core Hours may be required.

Qualifications

• High school diploma or GED required.
• Experience solving technical issues and debugging.
• Ability to prioritize tasks in high-pressure environments.
• Experience working in a collaborative, agile team.
• Self-motivated and capable of leading triage calls.
• Strong written and verbal communication for documenting workarounds.

Responsibilities

• Respond to technical issues escalated by customers.
• Act as liaison between operations, the client, and Engineering/Development.
• Respond to end-user requests for assistance using existing manuals and scripted responses.
• Refer ongoing issues to the appropriate engineering support team.
• Available for extended Core Hours Support (Mon–Sat 6:00 AM–10:00 PM ET; Sun 6:00 AM–3:00 PM ET) excluding holidays.

Skills

Problem solving

Debugging

Prioritization

Team collaboration

Self-motivated

Clear documentation

Education

High school diploma or GED

Job description

Gritter Francona, Inc is seeking a Customer Service Technician to support a Veterans Affairs contract. You will respond to technical issues escalated by customers and coordinate with operations, client, and Engineering to resolve problems.

You will help end users using manuals and scripted responses and refer ongoing issues to the appropriate engineering team. Extended Core Hours may be required.