Service Support Technician

BDR Solutions LLC•Golden, CO

8h•Onsite

About The Position

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance business and technical operations and deployments. BDR is seeking a Service Support Technician to join our growing team! This position will be performed on-site in Golden, Colorado. This position requires US Citizenship with a Public Trust or the ability to obtain one. The Services Support Technician serves as the frontline call center representative responsible for receiving, processing, and supporting orders from VA clinics and Veterans. This role operates within a structured, high‑volume call center environment, following established procedures and service standards. The position supports operational workflows, assists with complex order transactions, maintains accurate records, and ensures consistent, professional customer service delivery.

Requirements

1+ year of call center, customer service, or operations support experience
Experience working in a high‑volume, process‑driven environment
Proficiency with data entry, spreadsheet tracking, and report preparation
Experience with timekeeping, scheduling, or administrative coordination
Strong verbal and written communication skills
Attention to detail and ability to follow standard operating procedures
Ability to obtain and maintain a VA Public Trust clearance
U.S Citizenship

Nice To Haves

2+ years of call center, customer service, or operations support experience

Responsibilities

Serve as the primary point of contact for Veterans and VA clinical staff, handling inbound calls and order requests in a high‑volume call center environment.
Accurately place, modify, and track orders received via phone, system requests, or written correspondence.
Provide courteous, professional customer service to Veterans and clinicians by addressing questions, resolving issues, and supporting order‑related inquiries.
Support call center agents and clinical staff with procedural guidance for complex transactions, including: Remote order entry processes, Order or model changes, Device registration and serial number updates, Telehealth service entry procedures.
Track and maintain operational data such as: Order volume and call workload spreadsheets, Credit card reconciliation and transaction verification, Administrative and financial records (electronic and manual).
Ensure compliance with call center performance standards, scripts, quality objectives, and VA policies.
Assist with handling and resolving customer complaints and escalated service issues, following defined procedures.
Prepare reports and assist leadership with data validation, analysis, and operational insights.
Perform general administrative duties including: Requesting and managing office and warehouse supplies, Filing, documentation, and record retention.
Communicate professionally with customers and internal stakeholders via phone, email, and written correspondence.
Operate standard office and call center equipment, including computers, phone systems, printers, scanners, and other office tools.