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Senior Support Specialist
2 months ago
Technical and Project Engineering, LLC (TAPE) is a leading government contractor dedicated to providing innovative solutions for our federal clients. We are seeking a qualified individual who excels in communication, possesses a strong background in customer service, and thrives in a collaborative, fast-paced environment. This role involves handling sensitive and confidential information, and prior experience with contract management is advantageous.
Position Summary:
The Senior Support Specialist plays a crucial role in assisting government personnel by performing various administrative and accounting tasks. Key responsibilities include:
- Preparing and dispatching envelopes containing passports and related documents.
- Organizing and archiving files for efficient storage.
- Engaging with passport applicants at designated service counters, ensuring all necessary appointments are scheduled and documentation is complete.
- Operating scanning and quality control equipment to maintain high standards in passport processing.
- Managing refund requests and processing credit card transactions.
- Participating in outreach initiatives to enhance customer service.
- Supporting training efforts for new acceptance agents by developing materials and conducting informational sessions.
- Maintaining electronic records related to passport acceptance facilities.
- Communicating with applicants to obtain required documentation.
- Assisting in resolving application discrepancies as directed by Passport Specialists.
- Conducting thorough reviews of passport applications to ensure accuracy in government systems.
- Addressing customer complaints and inquiries professionally.
- Training junior Support Associates in their roles and responsibilities.
- Researching passport cases to identify trends and areas for improvement.
Qualifications:
The ideal candidate will demonstrate flexibility and adaptability in high-pressure situations, follow established protocols, and maintain accuracy in repetitive tasks. Required qualifications include:
- A Bachelor's Degree or four years of experience in a similar role.
- A minimum of four years of general office experience, with at least three years of proficiency in Microsoft Office applications.
- U.S. citizenship and the ability to obtain a Secret clearance due to government contract requirements.
Skills and Competencies:
Preferred candidates will possess a solid understanding of U.S. Passport laws and regulations, excellent customer service skills, and the ability to communicate effectively with diverse audiences. The ability to remain composed in stressful situations and manage multiple inquiries is essential.
Physical Requirements:
This position requires the ability to sit, talk, and hear regularly, with occasional lifting of up to 45 pounds. Reasonable accommodations will be made for individuals with disabilities to perform essential job functions.
Work Environment:
The role is conducted in a standard office setting, where maintaining a safe and productive work environment is a shared responsibility among all employees.
