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Customer Support Specialist

1 month ago

Annapolis Junction, Maryland, United States Columbia Technology Partners Full time
Job Summary

Columbia Technology Partners is seeking a highly skilled Customer Support Specialist to provide exceptional support to our clients. The ideal candidate will have a strong background in technical support and a passion for delivering outstanding customer service.

Key Responsibilities
  • Provide first contact resolution for Tier 1 and Tier 2 support via phone, email, and chat.
  • Offer a high level of customer service and support to ensure each customer feels valued and supported.
  • Record, categorize, prioritize, and respond to basic user and system issues, as well as resolve more complex user and system issues.
  • Enter and track tickets for requesting organizations.
  • Attend meetings that affect Help Desk Process and Procedures.
  • Effectively communicate ticket follow-ups, system updates, improvements, and outages to customers.
  • Solve problems using documented Standard Operating Procedures (SOP).
  • Provide support for IT systems, including day-to-day operations, monitoring, and problem resolution for client/server/storage/network devices.
  • Escalate and communicate status to agency management and global customers.
Requirements
  • U.S. Citizenship is required for all applicants.
  • Security+ CE certification is mandatory.
  • 0-5 years of experience in a technical support role.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Strong customer service skills and ability to work in a team-oriented, collaborative environment.
  • Availability to work weekends and holidays.
  • Willingness to work evening shifts from Tuesday to Saturday.
About Columbia Technology Partners

Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.