Job Description
**Job Family** **:**
Operational Effectiveness Consulting
**Travel Required** **:**
Up to 10%
**Clearance Required** **:**
Active Top Secret (TS)
**What You Will Do** **:**
The Customer Support Specialist delivers first-line customer assistance by acknowledging, triaging, and resolving common service requests using approved workflows and knowledge base resources. This role escalates complex issues with detailed documentation and supports customer satisfaction surveys and feedback collection activities.
+ Provide first-line support across phone, email, chat, and other communication channels during weekend operations
+ Acknowledge, triage, and prioritize customer requests in alignment with established service levels
+ Resolve routine issues using standard operating procedures (SOPs) and knowledge base resources
+ Escalate complex, unresolved, or high-priority issues to Tier 2 or Tier 3 support with compl...
Operational Effectiveness Consulting
**Travel Required** **:**
Up to 10%
**Clearance Required** **:**
Active Top Secret (TS)
**What You Will Do** **:**
The Customer Support Specialist delivers first-line customer assistance by acknowledging, triaging, and resolving common service requests using approved workflows and knowledge base resources. This role escalates complex issues with detailed documentation and supports customer satisfaction surveys and feedback collection activities.
+ Provide first-line support across phone, email, chat, and other communication channels during weekend operations
+ Acknowledge, triage, and prioritize customer requests in alignment with established service levels
+ Resolve routine issues using standard operating procedures (SOPs) and knowledge base resources
+ Escalate complex, unresolved, or high-priority issues to Tier 2 or Tier 3 support with compl...