Technical Support Technician - Customer Care & Escalations

Gritter Francona; Texas; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Job summary

Gritter Francona is hiring a Customer Service Technician to support a contract with the Veterans Affairs. The role focuses on responding to technical issues escalated by customers and acting as a liaison between operations, the client, and Engineering/Development.

The position requires a high school diploma or GED and the ability to work extended Core Hours Support, including weekends. You will use manuals and scripted responses to assist end users and escalate unresolved issues to engineering.

Qualifications

• Must have a high school diploma or GED.
• Experience solving technical issues and debugging.
• Ability to prioritize and perform in a fast-paced environment.
• Experience in a team-based, Agile setting.
• Excellent communication to document workarounds clearly.

Responsibilities

• Respond to technical issues escalated by customers.
• Serve as liaison between operations, the client, and Engineering/Development.
• Assist end users using manuals and scripted responses.
• Refer ongoing issues to the appropriate engineering support team.
• Support extended core hours as required.

Skills

Problem solving

Debugging

Task prioritization

Team collaboration

Self-motivated

Documentation

Education

High school diploma or GED

Job description

Gritter Francona is hiring a Customer Service Technician to support a contract with the Veterans Affairs. The role focuses on responding to technical issues escalated by customers and acting as a liaison between operations, the client, and Engineering/Development.

The position requires a high school diploma or GED and the ability to work extended Core Hours Support, including weekends. You will use manuals and scripted responses to assist end users and escalate unresolved issues to engineering.