Customer Support Manager

4 weeks ago

Reston, Virginia, United States NorthHill Technology Full time
Job Title: Customer Support Manager

NorthHill Technology is seeking a Customer Support Manager to lead our Customer Relationship and Services Support Center. As a working lead, you will be responsible for managing a team of 7-8 personnel and providing customer relationship management and end-user system support for numerous business system applications and related tools.

Key Responsibilities:
  • Manage and mentor a team of technical support specialists to ensure excellent customer service and efficient incident resolution.
  • Work with program managers to provide effective and efficient management and execution of contract services and deliverables.
  • Coordinate staffing and develop shift schedules to support normal and surge work hours determined by the project management office.
  • Review and provide input to program-level deliverables and schedules.
  • Support and provide input to requirements analysis, system testing, end-user documentation, and training.
  • Support agency-wide audit remediation by monitoring team application privileges and performing periodic reviews and corrective actions.
  • Plan and execute brown bag sessions and training to program team members in respective customer support service areas.
  • Serve as a liaison to other offices and collaborate with other agencies.
  • Provide polite and friendly customer service.
  • Provide first contact and incident resolution to customers with software and application problems.
  • Triage customer ticket requests for resolution by staff members.
  • Systematically review and improve team processes to resolve as many incidents as possible during the first contact or at Tier I.
  • Document incident status and solutions in incident database tools and work through various types of Tier II issues with the customer or on the customer's behalf.
  • Develop a sufficient level of expertise in respective service areas to represent the program office on organizational calls and meetings.
  • Provide answers to frequently asked questions or solutions to common problems as part of a customer self-help capability.
  • Apply technical writing skills to draft, update, and edit quick reference guides, standard operating procedures, and other applicable documentation.
  • Apply analytical skills to research complex problems and collaborate with the correct resources to provide an accurate solution.
  • Possess current working knowledge of computers, printers, laptops, and common Windows applications.
Requirements:
  • U.S. citizenship.
  • Current TS/SCI security clearance.
  • Current CI poly or eligibility to obtain CI poly.
  • 8 years of relevant experience with a bachelor's degree or 6 years of relevant experience with a master's degree required for consideration.
  • Experience providing IT or software application-related customer support services.
  • Experience managing and mentoring teams.
  • Demonstrated proficiency with customer ticketing systems.
  • Excellent analytical and organizational skills.
  • Exceptional verbal and written communication skills.
  • Must be comfortable in a coordination role interacting with government and contractor staff across functional and technical areas.
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint).
Preferred Experience:
  • Experience managing customer support centers.
  • Acquisition or contract management systems (e.g., DIA CMS - DIA Contract Management System).
  • PeopleSoft financial systems (e.g., NSA FACTS - NSA Financial Accounting and Corporate Tracking System).
  • Financial programming, planning, budgeting, or spend planning systems (e.g., IRIMIS - Intelink Resource Management Information System).

  • Customer Support Manager

    4 weeks ago

    Reston, Virginia, United States NorthHill Technology Full time

    Job Title: Customer Support Manager Job Summary: NorthHill Technology is seeking a Customer Support Manager to serve as a working lead of a Customer Relationship and Services Support Center in support of an Intelligence Community program. The ideal candidate will have direct experience managing a staff of 7-8 personnel and providing customer relationship...

  • Regional Customer Support Manager

    4 weeks ago

    Reston, Virginia, United States Millwood, Inc. Packaging Supplies & Equipment Full time

    Job Title: Regional Customer Support ManagerJob Summary: We are seeking a highly skilled Regional Customer Support Manager to join our team at Millwood, Inc. Packaging Supplies & Equipment. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our regional and national sales teams,...

  • Treasury Operations Specialist

    3 weeks ago

    Reston, Virginia, United States Asset Manager Full time

    About Asset ManagerAsset Manager is a leading asset manager focused on credit investments with a significant presence in the financial services industry. The company has a growing portfolio with close to $10 billion in assets under management.Job Title and OverviewWe are seeking a highly skilled Treasury Operations Specialist to support our treasury...

  • Customer Support Associate

    3 weeks ago

    Reston, Virginia, United States Vanguard Logistics Services Full time

    Job SummaryThe Customer Support Specialist at Vanguard Logistics Services collaborates with Inside and Outside Sales Executives to ensure proactive and efficient sales and customer support activities, focusing on customer satisfaction. This role involves completing customer quotation requests, coordinating tariff maintenance, and entering necessary data into...

  • Customer Support Specialist

    4 weeks ago

    Reston, Virginia, United States E-volve Technology Systems Full time

    Job Summary:We are seeking a highly skilled Customer Support Analyst to join our team at E-volve Technology Systems, Inc. As a key member of our support team, you will provide expert-level support to our customers, ensuring timely and effective resolution of technical issues. Key Responsibilities: Deliver on-site support to customers Provide end-user support...

  • Customer Support Specialist

    4 weeks ago

    Reston, Virginia, United States E-volve Technology Systems Full time

    Job Title: Customer Support AnalystWe are seeking a highly skilled Customer Support Analyst to join our team at E-volve Technology Systems, Inc. This role will involve providing top-notch support to our customers, analyzing complex issues, and collaborating with cross-functional teams to deliver exceptional results.Key Responsibilities:Deliver timely on-site...

  • Senior Customer Support Engineer

    4 weeks ago

    Reston, Virginia, United States TCI International, Inc. Full time

    Job SummaryTCI International, Inc. is seeking a highly skilled Senior Customer Support Engineer to lead our global customer support process for radio frequency (RF) monitoring technology. As a key member of our team, you will provide technical problem-solving and product application support to both external and internal customers, conduct in-plant and onsite...

  • Senior Customer Support Engineer

    3 weeks ago

    Reston, Virginia, United States TCI International, Inc. Full time

    Unlock Your Potential with TCI International, Inc.We are seeking a highly skilled Sr. Customer Support Engineer to join our team at TCI International, Inc. As a key member of our customer support team, you will be responsible for providing technical problem-solving and product application support to both external and internal customers.Key...

  • Senior Customer Support Engineer

    3 weeks ago

    Reston, Virginia, United States TCI International, Inc. Full time

    Job SummaryTCI International, Inc. is seeking a highly skilled Senior Customer Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical problem-solving and product application support to both external and internal customers.Key ResponsibilitiesProvide technical support to customers via phone,...

  • Customer Support Specialist III

    4 weeks ago

    Reston, Virginia, United States Insight Global Full time

    Job Summary:This Customer Support Specialist III will be responsible for providing exceptional customer service in response to incoming phone calls for spare parts quotes, order placement, repair, and warranty service. They will manage customer accounts, including SMI programs, and advise customers on deliveries and investigate shipping issues. The ideal...

  • Customer Support Specialist III

    3 weeks ago

    Reston, Virginia, United States Insight Global Full time

    Job Summary:This Customer Support Specialist III will be responsible for providing courteous and professional customer service in response to incoming phone calls for spare parts quotes, order placement, repair and warranty service, tracking of orders/shipments, address billing inquiries, etc.Key Responsibilities:Manage customer accounts including SMI...

  • Customer Support Specialist

    4 weeks ago

    Reston, Virginia, United States Insight Global Full time

    Job SummaryWe are seeking a highly skilled Customer Support Specialist to join our team at Insight Global. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Diagnose and resolve complex technical issues related to our online servicesCommunicate...

  • Customer Success Manager

    4 weeks ago

    Reston, Virginia, United States Nuve Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Manager to join our team at Nuve. As a Customer Success Manager, you will be responsible for managing the long-term success of our largest customers, building strong relationships with corporate contacts, and collaborating with customers and product managers to manage product...

  • Product Support Manager

    3 weeks ago

    Reston, Virginia, United States MaviTech Professional Services LLC Full time

    This role involves providing technical guidance and support related to MaviTech Professional Services LLC's products, addressing customer inquiries, and ensuring high-quality service. The goal is to meet customer needs through timely delivery and continuous improvement in product quality and service.Key Responsibilities:Oversee the management of Product...

  • Customer Success Manager

    3 weeks ago

    Reston, Virginia, United States MyStudio Full time

    We're shaping the future of Martial Arts studios with innovative technology. As a key member of our Customer Success Team, you'll play a pivotal role in driving early software adoption, streamlining client implementations, and providing proactive, ongoing support. Our focus is on building lasting relationships through cutting-edge technology, while...

  • Logistics Customer Support Specialist

    4 weeks ago

    Reston, Virginia, United States Ultimate Staffing Full time

    Job Summary:As a Logistics Customer Support Specialist at Ultimate Staffing, you will play a vital role in ensuring seamless logistics operations. You will assist Customer Experience Representatives in managing their daily activities and operations, maintaining and developing quality relationships with existing customers and warehouses. Your responsibilities...

  • Customer Success Manager

    3 weeks ago

    Reston, Virginia, United States Nuve Full time

    Customer Success ManagerAs a Customer Success Manager at Nuve, you will be responsible for managing the long-term success of our largest customers. This involves creating strong partnerships with management contacts in strategic accounts and collaborating on projects and initiatives to drive ongoing success.The ideal candidate will be able to quickly learn...

  • Customer Service Technical Support Representative

    4 weeks ago

    Reston, Virginia, United States Innospec Inc. Full time

    Job Title: Customer Service Technical SupportWe are seeking a highly skilled Customer Service Technical Support professional to join our team at Innospec Inc. in Midland, TX.Job SummaryThis role is responsible for providing technical support to our sales team, customers, and internal stakeholders. The ideal candidate will possess strong technical expertise,...

  • Customer Advocacy Manager

    4 weeks ago

    Reston, Virginia, United States Trusted Tech Team Full time

    Customer Marketing ManagerTrusted Tech Team is a leading Microsoft Cloud Solutions Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Professional and Security Services for medium and enterprise-sized businesses.Our team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft...

  • Capture Support Manager

    3 weeks ago

    Reston, Virginia, United States Leidos Full time

    Capture Support Manager Job DescriptionWe are seeking a highly qualified Capture Support Manager to join our dynamic team at Leidos. As a key member of our Science & Infrastructure Operations (SIO) Business Development Team, you will play a critical role in managing multiple pursuits to ensure excellence in delivery of full life cycle capture activities.Key...