Customer Support Specialist 2

Columbia Technology Partners

About The Position

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

Requirements

3-7 years of experience
Able to prioritize and execute tasks in a high-pressure environment.
Strong customer service skills and the ability to work in a team-oriented, collaborative environment. Be sensitive to unique dialects as our customers may speak English as a second language.
Availability to work weekends and holidays. Willing to work evening shift from 1500-2300 Tuesday - Saturday. Training M-F, 0700-1500 for the first 4-6 weeks.
U.S. Citizenship is required for all applicants.
Employment is contingent upon successful completion of a security background investigation and polygraph.
DOD 8570 Certification
This position requires an active Security Clearance with appropriate Polygraph.

Responsibilities

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

Benefits

Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.
Vision + Dental: Both free to you + paid in full by CTP.
Retirement: 401k - 6% company contribution
PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.
Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.
Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.
Profit Sharing Bonus: End of year cash gets added to your bottom-line.
Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $7,000-$20,000, if your referral joins the team.

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