Stellenbeschreibung

Job Overview

TechFlow, Inc. is seeking a dedicated Service Support Representative to join their Platform Services team supporting a prominent government contract. This fully remote role demands hands-on involvement in tracking ticket statuses related to field support, verifying customer documents, assisting internal operations, and direct communications with customers. This shift-based position requires availability during late afternoons, overnight hours, weekends, and holidays as part of a continuous 24/7/365 team.

Key Responsibilities

Operate autonomously within a highly productive team environment
Handle stakeholder requests and inquiries via phone, email, or web professionally and promptly with accurate responses
Maintain the ticketing system according to contract directives
Validate and review daily reports to ensure data accuracy and proper metrics
Troubleshoot issues related to phones, applications, and databases
Provide timely responses to stakeholder needs
Document all interactions, transactions, comments, and complaints in detail
Coordinate with team members when necessary
Offer insights to improve stakeholder service workflows
Guarantee stakeholder satisfaction through professional support
Maintain a consistently positive, empathetic, and professional demeanor

Qualifications

Minimum of a high school diploma
At least 2 years’ experience in a service support capacity
Familiarity with ticketing platforms and quality metrics validation
Proven experience in verbal and written interaction with customers and field personnel
Willingness to work flexible hours including overnight shifts and holidays
Reliable high-speed internet connection necessary for remote work
Ability to obtain a Public Trust Clearance with an anticipated processing time up to 60 days before employment

Preferred Skills

Basic troubleshooting knowledge
Experience in Tier 1 service roles

Compensation and Benefits

Hourly pay of $20
Employee Stock Ownership Plan (ESOP) with annual employer contributions
401k plan offering Roth option and employer matching
Immediate vesting
Generous paid time off including 11 paid holidays annually
Comprehensive healthcare including medical, dental, and vision
Company-paid life and AD&D insurance
Employee Assistance Program and wellness resources
Company-sponsored training and development opportunities
Optional benefits such as additional life and AD&D insurance for dependents, disability coverage, legal and identity theft protection, and pet insurance

About TechFlow

Established in 1995, TechFlow has supported major commercial clients and now strongly engages with Federal Government projects through innovative engineering, technology solutions, and reliable support services. As a fully employee-owned company, TechFlow fosters a culture centered on innovation, accountability, and entrepreneurial spirit to continually enhance its operations and client service.

Service Support Representative (Days)