Customer Support Specialist

2 weeks ago

Vienna, United States Weris, Inc. Full time

Job Title: Customer Support Specialist

Location: Vienna, VA (Hybrid)

Type: Full-Time

Position Description

Weris is currently seeking a Customer Support Specialist to assist a Department of Transportation customer. In this role, you will be the primary point of contact for customer inquiries, providing support through multiple channels including email and a customer service platform. You will manage the customer service mailbox, handle inbound emails, triage and create service tickets, provide Tier 1 support, and escalate Tier 2 issues to the appropriate teams. This position requires a proactive approach to analyzing customer requests, improving processes, and ensuring exceptional service delivery.

This is a hybrid role with work performed at least 2 days per week at the customer site located in Vienna, VA.

Essential Duties & Responsibilities include but are not limited to the following:

  • Serve as the first point of contact for government customers, handling inquiries through emails and phone calls.
  • Manage the customer service mailbox, ensuring timely and accurate responses to all inquiries.
  • Log and triage customer support tickets, ensuring that all requests are categorized correctly and assigned to the appropriate team or individual.
  • Provide Tier 1 support for customer service emails and calls.
  • Escalate Tier 2 inquiries and triage to the appropriate team for resolution.
  • Monitor the customer ticketing system in SharePoint to ensure tickets are addressed and resolved in a timely manner, while also identifying trends or recurring issues.
  • Analyze customer requests and feedback to identify opportunities for improving customer support processes.
  • Update NHI standard operating procedures (SOPs) as necessary.
  • Provide backup support for other members of the Customer Support Services Team, contributing to an efficient and collaborative working environment.


Qualifications- Knowledge, Skills, & Abilities:

  • Minimum of 3 years experience in related role.
  • Bachelors degree (Experience may be substituted in part for degree).
  • Demonstrated commitment to customer service and support.
  • Experience providing multi-channel support (email, phone, ticketing system).
  • Familiarity with ticketing system management and issue tracking.
  • Strong organizational and communication skills.
  • Ability to analyze customer feedback and improve support processes.
  • Technical proficiency with various platforms, including websites, Content Management Systems (CMS), and SharePoint.
  • Detail-oriented and able to work independently as well as in a team environment.

Benefits Overview

Weris, Inc. offers a comprehensive benefits package including employer contributed medical, dental, and vision insurance with plan options (available day 1 of employment), Flexible Spending Accounts, Health Savings Accounts, Professional Development Reimbursement, Employer paid Short Term Disability and Basic Life Insurance, 11 Observed Paid Federal Holidays, generous PTO accruals, and an employer matched 401(k) plan.

EEO Statement

Weris, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, pregnancy, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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