Customer Support Specialist

7 days ago


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

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Columbia Technology Partners. As a key member of our support team, you will be responsible for providing exceptional support to our clients and ensuring their IT needs are met.

Key Responsibilities
  • Provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) 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 and attend meetings that affect Help Desk Process and Procedures.
  • Effectively communicate ticket follow-ups, system updates, improvements, and outages to customers to ensure they are well informed of current status.
  • Solve problems using documented Standard Operating Procedures (SOP) and provide support for IT systems, including day-to-day operations, monitoring, and problem resolution.
  • Escalate and communicate status to agency management and global customers.
Requirements
  • U.S. Citizenship is required for all applicants.
  • Columbia Technology Partners is an equal opportunity employer and abides by applicable employment laws and regulations.
  • All applicants and employees are subject to random drug testing in accordance with Executive Order.
  • Employment is contingent upon successful completion of a security background investigation and polygraph.
  • The candidate must have a Security+ CE certification.
  • 0-5 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.
  • Availability to work weekends and holidays.
  • Willingness to work evening shift from Tuesday - Saturday.


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