Technical Support & Escalation Specialist

Gritter Francona; Clifton (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Life Insurance

Paid Time Off

Disability insurance

Training & Development

Job summary

Gritter Francona is seeking a Customer Service Technician to support a contract with the Veterans Affairs. The role will respond to technical issues escalated by customers and act as a bridge between operations, the client, and Engineering/Development.

You will be able to respond to end user requests for assistance using existing manuals and scripted responses, and you must interact effectively with customers while referring ongoing issues to the proper engineering support team.

Qualifications

• High school diploma or GED required.
• Experience with problem solving, debugging and providing solutions to technical issues.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative, Agile environment.
• Self-motivated with the ability to manage triage calls.
• Experience documenting and communicating workarounds and solutions clearly.

Responsibilities

• Respond to technical issues escalated by customers.
• Serve as a liaison between operations, the client, and Engineering/Development.
• Assist end users using existing manuals and scripted responses.
• Interact effectively with customers and refer ongoing issues to the appropriate engineering team.

Skills

Problem solving

Debugging

Prioritization

Team collaboration

Self-motivation

Triage calls

Documentation

Education

High school diploma or GED

Job description

Gritter Francona is seeking a Customer Service Technician to support a contract with the Veterans Affairs. The role will respond to technical issues escalated by customers and act as a bridge between operations, the client, and Engineering/Development.

You will be able to respond to end user requests for assistance using existing manuals and scripted responses, and you must interact effectively with customers while referring ongoing issues to the proper engineering support team.