Customer Support Specialist 2

RealmOne Warrior Opportunity

RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work / life balance by investing in our employees and encouraging professional and personal growth. We offer exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch industry professionals. Join us on this journey as we execute this mission-critical contract providing architecture, engineering, integration, and maintenance across a multiple classification Enterprise network. Your effort and expertise are crucial to the success and execution of this impactful mission.

This opportunity supports an Enterprise IT contract with a team of Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, SharePoint Developers, Systems Engineers, Network Engineers, and IT Engineers responsible for the architecture, engineering, integration, operations, maintenance and sustainment of multi-level Enterprise IT environment.

Job Description

The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.

Tuesday to Saturday - 1500 to 2300.

Capabilities

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat.
• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
• Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.
• Enter and track tickets for the requesting organization.
• Responsible for attending meetings that affect Help Desk Process and Procedures.
• Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status.
• Solve problems using documented Standard Operating Procedures (SOP).
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client / server / storage / network devices, etc.
• Provides support for the escalation and communication of status to agency management and global customers.

Qualifications

Certifications Required

Position requires active Security Clearance with appropriate Polygraph

Pay Range : $103,000-$146,000. The RealmOne pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package.

RealmOne Benefits

About Us