Customer Support Specialist 3

3 weeks ago


Maryland, United States CareerBuilder Full time

Athenix Cyber & SIGINT

is seeking a Customer Support Specialist 3 who is willing to evening shift from 1500-2300 Sunday through Thursday.

Job Description:

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?

Minimum Requirements :

Must have an active Security+ CE certification

Five (5) - Ten (10) years of experience in Help Desk/System Administration

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 Sunday - Thursday?

An active TS/SCI with Polygraph is required

#J-18808-Ljbffr


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