服务支持代表（白班）
Service Support Representative (Days)
TechFlow 正在招聘一名服务支持代表，以支持平台服务团队。服务支持代表将支持一个高知名度的政府合同。这是一个需要亲力亲为的服务支持职位，主要负责日常跟踪工单状态与现场支持协作，审查客户文件的准确性，支持内部运营，并直接与客户沟通。该职位为小时计薪，可完全远程办公，将加入一个 24/7/365 的团队。候选人必须能够工作到下午晚些时候和夜间，包括周末和节假日，才有资格考虑。
主要职责
· 在高生产力团队中独立工作
- 及时处理通过电话、电子邮件或网页报告的利益相关方请求和咨询，提供专业且语法正确的回复
- 根据合同要求更新工单系统
- 每日审查并验证报告，确保数据和指标准确
- 为电话、应用程序和数据库问题提供故障排除支持
- 及时回应利益相关方的咨询
- 详细记录利益相关方的互动、交易、评论和投诉
- 必要时与同事沟通和协调
- 对利益相关方服务流程的效率提供反馈
- 确保利益相关方满意并提供专业的利益相关方支持
- 始终保持积极、富有同理心和专业的态度对待利益相关方
要求
- 高中毕业文凭
- 2年以上服务支持相关经验
- 有使用工单系统、数据和验证工单以满足质量指标的经验
- 有直接向客户和现场支持进行口头和书面沟通的经验
- 能够灵活安排时间，包括夜间支持（时间可能有所不同）和节假日
- 必须拥有可靠的高速互联网以支持远程工作，并能及时沟通
- 必须能够获得公众信任许可，并能在入职日期前等待最多60天的审批期
优先条件（有优势）
- 基础的故障排除技能/步骤理解
- 有一线服务经验
薪酬：每小时20美元
福利
关于 TechFlow
成立于1995年，正值互联网革命初期，TechFlow帮助像梦工厂、东芝、米高梅等大型商业客户现代化他们的业务系统。如今，凭借深厚的运营经验，TechFlow已成为行业领先者。
查看英文原文
TechFlow is hiring a Service Support Representative to support the Platform Services team. The Service Support Representative will support a high-profile government contract. This is a hands-on service support position that focuses on the daily tracking of ticket statuses with field support, will review required customer documents for accuracy, support internal operations, and will communicate directly with the customer. This position is hourly, fully work from home/remote, and will be part of a 24/7/365 team. Candidates must be available to work late afternoon and overnights, including weekends and holidays, to be considered.
Key Responsibilities
· Work independently on a high productivity team
- Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses
- Update ticketing system based on contract requirements
- Review and validate reports daily for accurate data and metrics
- Provide troubleshooting support for phones, applications, and database issues
- Respond promptly to stakeholder inquiries
- Keep detailed records of stakeholder interactions, transactions, comments and complaints
- Communicate and coordinate with colleagues as necessary
- Provide feedback on the efficiency of the stakeholder service process
- Ensure stakeholder satisfaction and provide professional stakeholder support
- Maintain a positive, empathetic and professional attitude toward stakeholders at all timeserver
Requirements
- High school diploma
- 2+ years of experience in service support role
- Experience with ticketing systems, data, and validating tickets for quality metrics
- Experience responding directly to customers and field support verbally and in writing
- Ability to work a flexible schedule including overnight support (hours may vary) and holidays.
- Must have reliable high-speed internet to support remote work, and timely communication.
- Must be able to obtain a Public Trust Clearance and comfortable in waiting a processing period of up to 60 days prior to start date
Preferred Qualifications (good to have)
- Basic understanding of troubleshooting skills/steps
- Tier 1 service experience
Compensation: $20.00 per hour
Benefits
About TechFlow
Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.
Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.
TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.
Benefits
TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!
- Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option.
- Eligibility for an employer match.
- Immediate vesting
- Paid time off
- Holidays – 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include:
- Life & AD&D Insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance
#techflow
Originally posted on Himalayas