Technical Support Specialist - Customer Care & Escalations

Gritter Francona; United States; Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Short Term & Long Term Disability

Training & Development

Job summary

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

You will respond using manuals and scripted responses and refer ongoing issues to engineering. Extended Core Hours Support is required: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET, excluding holidays.

Qualifications

• High school diploma or GED.
• Experience with problem solving, debugging, and providing solutions to technical issues.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating work-arounds and solutions clearly.

Responsibilities

• Respond to technical issues escalated by customers.
• Serve as liaison between operations, the client, and Engineering/Development.
• Use manuals and scripted responses to assist end users.
• Refer ongoing issues to the appropriate engineering support team.
• Interact effectively with customers and document solutions clearly.

Skills

Problem solving

Debugging

Team collaboration

Triage calls

Customer support

Documentation

Communication

Education

High school diploma or GED

Job description

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

You will respond using manuals and scripted responses and refer ongoing issues to engineering. Extended Core Hours Support is required: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET, excluding holidays.