Technical Support Technician — Escalations & Troubleshooting

Gritter Francona; Washington (District of Columbia); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

AD&D)

Paid Time Off (Vacation, Sick &

Public Holidays)

Short Term & Long Term Disability

Training & Development

Job summary

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

You will respond to end-user requests using existing manuals and scripted responses, and refer ongoing issues to the appropriate engineering support team. Availability includes extended Core Hours: Mon-Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM

Qualifications

• Problem solving and debugging technical issues.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative, agile environment.
• Highly self-motivated with the ability 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.
• Use existing manuals and scripted responses to assist end users.
• Refer ongoing issues to the appropriate engineering support team.

Skills

Problem solving

Debugging

Technical issue resolution

Task prioritization

Team collaboration (Agile)

Self-motivation

Clear 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 responds to technical issues escalated by customers and acts as a liaison between operations, the client, and Engineering/Development.

You will respond to end-user requests using existing manuals and scripted responses, and refer ongoing issues to the appropriate engineering support team. Availability includes extended Core Hours: Mon-Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM