Technical Support Technician & Customer Liaison

Gritter Francona; Oregon; Hybrid; USD 42,000 - 62,000; 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 responds to technical issues escalated by customers and acts as a liaison between operations, the client, and Engineering/Development.

Candidates must use manuals and scripted responses and refer ongoing issues to engineering support. Extended Core Hours Support is required, with shifts across Mon-Sat and Sun including early morning ET hours.

Qualifications

• High school diploma or GED required.
• Experience solving technical issues and providing effective solutions.
• Ability to prioritize and work under pressure in a fast-paced environment.
• Experience working in a team-oriented, collaborative, agile environment.

Responsibilities

• Respond to technical issues escalated by customers and provide solutions using manuals and scripted responses.
• Act as liaison between operations, client (VA contract), and Engineering/Development.
• Refer ongoing issues to the appropriate engineering support team and document resolutions.
• Be available for extended Core Hours Support (Mon-Sat 6:00 AM-10:00 PM ET, Sun 6:00 AM-3:00 PM ET).

Skills

Problem solving

Debugging

Technical issue resolution

Team collaboration

Triaging calls

Multitasking

Education

High school diploma or GED

Job description

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

Candidates must use manuals and scripted responses and refer ongoing issues to engineering support. Extended Core Hours Support is required, with shifts across Mon-Sat and Sun including early morning ET hours.