Customer Support Specialist 2

RealmOne • MD

106d

About The Position

RealmOne is seeking a Customer Support Specialist (CSS) to join our team, which is dedicated to providing architecture, engineering, integration, and maintenance across a multi-classification Enterprise network. The CSS will be responsible for delivering first contact resolution for Tier 1 and Tier 2 support through various communication channels including telephone, email, and chat. This role emphasizes high-level customer service to ensure that each customer receives the attention and IT support they need for problem resolution. The position operates on a Tuesday to Saturday schedule from 1500 to 2300.

Requirements

• 3+ years of experience in a customer support role.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong customer service skills and ability to work in a team-oriented, collaborative environment.
• Sensitivity to unique dialects as customers may speak English as a second language.
• Availability to work weekends and holidays.
• Availability for on-call duties and emergency response situations.
• Consistent support through shift transitions with effective communication during shift changes.
• Certifications Required: Security+
• Position requires active Security Clearance with appropriate Polygraph.

Responsibilities

• Provide first contact resolution for Tier 1 and Tier 2 support via telephone, email, and chat.
• Deliver high-level customer service and support to ensure customer satisfaction.
• Record, categorize, prioritize, and respond to user and system issues.
• Enter and track tickets for the requesting organization.
• Attend meetings that affect Help Desk Process and Procedures.
• Communicate ticket follow-ups, system updates, improvements, and outages to customers.
• Solve problems using documented Standard Operating Procedures (SOP).
• Support IT systems including day-to-day operations, monitoring, and problem resolution for client/server/storage/network devices.
• Provide support for escalation and communication of status to agency management and global customers.

Benefits

• Strong work/life balance
• Flexible schedules
• Paid training
• Mentoring opportunities
• Professional and personal growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees