Customer Service Support Specialist

Quevera LLC•Fort Meade, MD

About The Position

Quevera is seeking a Customer Service Support Specialist to join our team. At Quevera, we don’t just offer jobs—we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You’ll work with industry experts, take on exciting challenges, and have the creative freedom to build cutting-edge solutions, all while advancing your career in a space that truly values your skills and ideas. HIGHLIGHT'S OF WORKING FOR QUEVERA: Quevera employees voted Quevera as a TOP EMPLOYER in the Baltimore /DC area by the Washington for 2025 for the 5th consecutive year!Excellent Quevera's Benefits: Medical/Dental/Vision Short/Long Term Disability Life Insurance Yearly $5,000 towards education/training/certification. Employees are in control of their career path through our Career Pathway Program. Employer paid Company Vacation Package for you and a guest! Retirement: Quevera will match up to 6% towards your 401K and an additional 4% profit sharing! REQUIRED - MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.

Requirements

MUST have a current TS/SCI Polygraph clearance to apply for role. Only those with a current TS/SCI with Poly clearance will be considered.
Demonstrated experience consulting with technical partners to resolve technical issues.
Demonstrated experience communicating technical information to non-technical audiences.
Demonstrated experience supporting and providing training via various approaches such as classroom training or WBTs.
Demonstrated experience troubleshooting access control issues.
Demonstrated experience creating and managing email groups.
Demonstrated experience configuring audio and video equipment.
Demonstrated experience setting up, breaking down, and maintaining computer workstations which can consist of multiple PCs, monitors, and switches.
Demonstrated experience evaluating solutions to meet enterprise and mission specific needs.

Nice To Haves

Demonstrated strong interpersonal and customer service skills.
Demonstrated experience resolving audio and visual equipment issues.
Demonstrated experience completing Sponsor’s course for system access administration.
Demonstrated experience working with Sponsor and internal IT partners.

Responsibilities

The Contractor shall prepare classrooms prior to day 1 of each course by rotating all laptop computers from a charging cart to the classroom environment.
The Contractor shall maintain all classroom laptops as needed to ensure laptops remain active and take system updates.
The Contractor shall lead each class in getting online the first time (approximately 20 minutes). This includes walking them through logging on the first time, changing their passwords, and discussing the “do’s and don’t’s” for the IT environment.
The Contractor shall track student issues with obtaining accounts to log onto the system, troubleshoot issues, and work with external partners as needed to resolve those issues.
The Contractor shall create an email group for each course and submit requests to add all students to the group.
The Contractor shall enroll all students in the course dashboard application, where students complete required WBTs and access course information.
The Contractor shall maintain dashboard links to WBTs.
The Contractor shall support course instructors on Day 1 in the classroom to identify and resolve any classroom IT problems.
The Contractor shall support course instructors and students throughout the courses by resolving any IT problems that arise or submitting and tracking tickets for issue resolution.
The Contractor shall provide support with help desk functions such as password resets, workstation builds, and hardware deployment.
The Contractor shall setup and breakdown computer workstations for users.
The Contractor shall assess and validate IT issues across Sponsor organization.
The Contractor shall assist with test calls for video teleconferences (VTC) to ensure equipment is setup along with checking for adequate audio and video.
The Contractor shall assess and validate customer IT requirements across the Sponsor organization.
The Contractor shall implement IT solutions and workarounds to limit the customer’s downtime and inability to perform their daily work duties.

Benefits

Medical/Dental/Vision (100% Employer Paid Medical Plan)
Short/Long Term Disability (Employer Paid)
Life Insurance (Employer Paid)
Yearly $5,000 towards education/training/certification.
Employer paid Company Vacation Package for you and a guest!
Quevera will match up to 6% towards your 401K and an additional 4% profit sharing!

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