Customer Support Specialist

1 week ago

Hanover, United States Altus Technology Solutions Full time
Job DescriptionJob Description

Location: Hanover, MD

Schedule (FT/PT): Full Time

Travel Required: No

****Shift: 11pm – 7am. Tuesday - Saturday****

Remote Type: No Remote

Clearance: Active TS/SCI w/ Full Scope Poly clearance

Certification: Compliance with DoD 8570; Security + CE is required

Education: High School

Years of Experience: 0-10 years of experience

Description

At Altus, we pride ourselves on providing a dynamic and enriching work environment that highly values and recognizes your invaluable contributions. Our strength lies in our size, which allows us to provide stability while presenting numerous possibilities for personal and professional development. Recognizing the importance of flexibility in attaining your goals, we strive to be the ideal partner in helping you achieve the desired work-life balance.

If you believe this is the type of setting where you can flourish, continue reading

The Altus team delivers the core backbone of Enterprise IT services for our government customer. Our engineers are responsible for the architecture, engineering, integration, operations, maintenance, and sustainment of a worldwide multi-level/multiple classification Enterprise IT environment enabling collaboration between the US and Foreign parties.

In this exciting position, you will use your unique talents and make an immediate impact as a Customer Support Specialist. The primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat.

Primary Responsibilities:

  • 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

Qualifications:

  • The candidate must have a Security+ CE certification

  • 0-10 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 Mid shift from 11pm-7am, Tuesday -Saturday

About Altus

Becoming a leader in the information technology industry requires more than just technological expertise. It demands a holistic understanding of systems, a strong drive for excellence, and a dedicated team of certified professionals. Since its establishment in 2004, Altus Technology Solutions has been deeply committed to providing top-quality, performance-driven services and solutions. As an ISO 9001:2015 Certified Information Technology and Engineering Consulting and Services firm, Altus serves both commercial and government clients. With a foundation rooted in integrity, Altus tackles the challenges and opportunities faced by customers by integrating proven solutions with industry-leading practices. To learn more, please visit www.Altusts.com.

Pay and Benefits

Recognizing the significance of pay and benefits in any career choice, we meticulously design compensation packages that align with the value of the work we perform for our customers. Our employment benefits encompass competitive compensation, comprehensive Health and Wellness programs, Income Protection, generous Paid Leave, and Retirement plans.

Securing Your Data

Please exercise caution regarding fraudulent employment opportunities misusing Altus' name. Altus strictly adheres to a set of policies during the employment application process. We will never request payment-related information or ask for any monetary transactions as part of the hiring process. If you receive an email claiming to be from Altus, asking for payment-related information or any personal details about yourself or your previous employer, and you have concerns about its legitimacy, please promptly contact us by emailing support@altusts.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, -protected statuses-). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments, or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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