The Senior Customer Service Representative provides advanced technical support for enterprise IT in a regulated federal environment.
They handle complex incidents, perform diagnostics across hardware, OS, applications, and collaborate with higher-tier teams to ensure resolution and meet SLAs.
Responsibilities include troubleshooting, maintaining detailed tickets, creating user documentation, reinforcing security policies, partnering on escalations, and mentoring junior staff.
Requirements include 5-8 years of support experience, IT knowledge, strong problem-solving skills, and eligibility for a SECRET clearance.
Preferred qualifications are a bachelor’s degree, industry certifications, and federal security familiarity.
Compensation ranges from $25.78 to $37.27/hour, with equal opportunity employment policies.