Service Support Representative (Days)

Job Overview

TechFlow, Inc. is seeking a dedicated Service Support Representative to join their Platform Services team supporting a prominent government contract. This fully remote role demands hands-on involvement in tracking ticket statuses related to field support, verifying customer documents, assisting internal operations, and direct communications with customers. This shift-based position requires availability during late afternoons, overnight hours, weekends, and holidays as part of a continuous 24/7/365 team.

Key Responsibilities

• Operate autonomously within a highly productive team environment
• Handle stakeholder requests and inquiries via phone, email, or web professionally and promptly with accurate responses
• Maintain the ticketing system according to contract directives
• Validate and review daily reports to ensure data accuracy and proper metrics
• Troubleshoot issues related to phones, applications, and databases
• Provide timely responses to stakeholder needs
• Document all interactions, transactions, comments, and complaints in detail
• Coordinate with team members when necessary
• Offer insights to improve stakeholder service workflows
• Guarantee stakeholder satisfaction through professional support
• Maintain a consistently positive, empathetic, and professional demeanor

Qualifications

• Minimum of a high school diploma
• At least 2 years’ experience in a service support capacity
• Familiarity with ticketing platforms and quality metrics validation
• Proven experience in verbal and written interaction with customers and field personnel
• Willingness to work flexible hours including overnight shifts and holidays
• Reliable high-speed internet connection necessary for remote work
• Ability to obtain a Public Trust Clearance with an anticipated processing time up to 60 days before employment

Preferred Skills

• Basic troubleshooting knowledge
• Experience in Tier 1 service roles

Compensation and Benefits

• Hourly pay of $20
• Employee Stock Ownership Plan (ESOP) with annual employer contributions
• 401k plan offering Roth option and employer matching
• Immediate vesting
• Generous paid time off including 11 paid holidays annually
• Comprehensive healthcare including medical, dental, and vision
• Company-paid life and AD&D insurance
• Employee Assistance Program and wellness resources
• Company-sponsored training and development opportunities
• Optional benefits such as additional life and AD&D insurance for dependents, disability coverage, legal and identity theft protection, and pet insurance

About TechFlow

Established in 1995, TechFlow has supported major commercial clients and now strongly engages with Federal Government projects through innovative engineering, technology solutions, and reliable support services. As a fully employee-owned company, TechFlow fosters a culture centered on innovation, accountability, and entrepreneurial spirit to continually enhance its operations and client service.