• Customer Support Specialist

    Job ID 2018-1386
    Job Locations US-DC
  • Overview

    TISTA Science and Technology Corporation, a CMMI Maturity Level 3 company, focuses on delivering information technology (IT) and professional services to Federal and State agencies. TISTA is an Inc. 500 company, a recipient of the 2010 Top 100 Service-Disabled Veteran-Owned Businesses from Diversity Business, recognized in Washington Technology’s FAST 50 list of the fastest growing small businesses in government contracting in 2012 & 2013, recognized as the Top 25 Fastest Growing Small Technology companies by the Washington Business Journal in 2014 & 2015, and selected as the Veteran Owned Company of the Year in 2014 by the Montgomery County MD Dept. of Economic Development. 

     

    TISTA is looking for a Customer Support Technician to join our growing team. The Customer Support Specialist will be working with a team of software development engineers, product owners, product trainers, and project managers. This team works in an Agile Scrum environment and engaged in rapid construction of new application solutions and continuous optimization of our current Caseflow products. The Customer Support Specialist will serve as the entry point for all Caseflow product user issues, provide specialized product customer support (Tier 2), receive user feature requests, capture user community’s pulse in their user experience, and identify trend analysis for future enhancements or training needs.

    Responsibilities

    • Verify the accuracy and validity of client service requests; help users resolve issues
    • Respond to and follow up with support inquiries via email and phone
    • Document service work in tickets and providing updates of statuses to management
    • Provide Subject Matter Expert (SME) end user support for various Caseflow application products
    • Provide phone and email end user customer support
    • Manage and maintain (create, update, resolve, and close) assigned end user support tickets in GitHub
    • Document and update standard operating procedures
    • Assist product and engineering teams to mitigate user issues
    • Peer review training materials and knowledge articles
    • Attend and assist application product training sessions
    • Participate in daily standup Agile Scrum meetings

     

    Qualifications

    • Experience providing problem analysis and coordinating ongoing user support.
    • Experience responding to and resolving user requirement, needs, issues and questions.
    • Technical experience using Microsoft Office products (Word, Excel, Outlook), Chrome, and Internet Explorer
    • Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end users, and development staff
    • Ability to learn functionalities of multiple application systems
    • Ability to analyze and assess user issues, and work with other team members to perform systems review and problem solving in a timely and accurate fashion.

     

    Location:

    • Washington, DC

    Clearance:

    • Ability to obtain an MBI

    Here at TISTA Science and Technology we value our Veterans and encourage all to apply!


    TISTA is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status

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