Technical Support Technician & Customer Liaison

Gritter Francona; Lorida (FL); On-site; USD 35,000 - 55,000; 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 & PH

Short Term & Long Term Disability

Training & Development

Job summary

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

You will use existing manuals and scripted responses and escalate ongoing issues to engineering support as needed. Extended Core Hours include Mon-Sat 6:00 AM-10:00 PM ET and Sun 6:00 AM-3:00 PM ET, excluding holidays.

Qualifications

• Experience solving technical issues and providing clear solutions.
• Ability to prioritize and execute tasks under pressure.
• Experience working in a team-oriented, collaborative, agile environment.
• Highly self-motivated and able to manage multi-discipline triage calls.
• Experience documenting and communicating workarounds and solutions 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.
• Interact effectively with customers and refer ongoing issues to the appropriate engineering support team.
• Coordinate with internal teams to ensure timely resolutions.
• Be available for extended core hours support.

Skills

Problem Solving

Debugging

Task Prioritization

Team Collaboration

Agile Environment

Triage Calls

Documentation

Education

High School Diploma

Job description

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

You will use existing manuals and scripted responses and escalate ongoing issues to engineering support as needed. Extended Core Hours include Mon-Sat 6:00 AM-10:00 PM ET and Sun 6:00 AM-3:00 PM ET, excluding holidays.