As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.
Job Summary: These positions provide exceptional phone and email support to our customers experiencing software or hardware related issues within our industry leading products. Responsibilities include 24hr/7 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Provide technical support regarding our products to our customers experiencing usage or performance-based issues
- Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies.
- Determine the cause of the problem.
- Handle problem recognition, research, isolation, resolution and follow-up for issues that arise, properly document and escalate more complex problems to supervisor or technical staff.
- Log and track calls and maintain history records and related problem documentation.
- Attention to detail both in communications and monitoring requirements for production systems.
- Maintain an exceptional level of service and adhere to contractual customer performance requirement.
- Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service.
We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy.
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