Technical Support Technician – Triage & Escalations

Gritter Francona; Tallahassee (FL); On-site; USD 52,000 - 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 & P

Short Term & Long Term Disability

Training & Development

Job summary

Gritter Francona is seeking a Customer Service Technician to support a Veterans Affairs contract. You 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, document workarounds, 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.

Qualifications

• High school diploma or GED required.
• Experience solving problems, debugging, and providing technical solutions.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative, agile environment.
• 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.
• Act as liaison between operations, 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

Prioritization

Team collaboration

Agile environment

Self-motivation

Documentation

Education

High school diploma or GED

Job description

Gritter Francona is seeking a Customer Service Technician to support a Veterans Affairs contract. You 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, document workarounds, 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.