Customer Support Liaison

Overview

Come join a company that strives for Extraordinary People and Exceptional Performance! Eagle One Solutions, Inc., a Chenega Professional Services’ company, is looking for a Customer Support Liaison who serves as a customer-focused technical representative responsible for coordinating support services between end users, technical teams, vendors, and organizational stakeholders. This position ensures effective communication, timely issue resolution, service delivery excellence, and a positive customer experience across enterprise applications, infrastructure services, and technology platforms. The Customer Support Liaison plays a critical role in incident management, service request coordination, user onboarding, and continuous service improvement initiatives.

Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, innovative solutions for our clients.

Responsibilities

• Serve as the primary point of contact and coordination between customers, support teams, system administrators, vendors, and project stakeholders.
• Receive, review, triage, and coordinate the resolution of incidents, service requests, and escalations using ServiceNow and other enterprise service management tools.
• Monitor and track support activities to ensure timely resolution and compliance with established service-level agreements (SLAs).
• Facilitate communication regarding service interruptions, planned maintenance, system outages, operational impacts, and remediation efforts.
• Coordinate user onboarding, account provisioning, deprovisioning, and access management activities within Microsoft 365, Microsoft Entra ID, Citrix Workspace, Azure, and related enterprise platforms.
• Provide customer support and technical guidance for enterprise applications, systems, and technology services.
• Serve as a liaison between customers and technical teams to ensure accurate understanding of issues, requirements, and resolution expectations.
• Track, monitor, and communicate ticket status, priorities, and resolution updates to customers and stakeholders.
• Develop, maintain, and distribute customer-facing documentation, user guides, training materials, knowledge base articles, and support procedures.
• Identify recurring service issues and trends and recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.
• Coordinate cross-functional support efforts involving infrastructure, cybersecurity, networking, application, and business support teams.
• Support user acceptance activities, system implementations, upgrades, and technology rollouts by facilitating communication and end-user readiness efforts.
• Assist with reporting and metrics collection related to service delivery performance, customer satisfaction, and support operations.
• Participate in continuous improvement initiatives to optimize support processes and customer engagement practices.
• Other duties as assigned

Qualifications

• Bachelor's degree in Information Technology, Information Systems, Business Administration, Communications, or a related field.
• Minimum of five (5) years of experience in IT customer support, service delivery, help desk operations, technical account management, or a related role.
• Experience supporting enterprise applications, infrastructure services, and end-user technology environments.
• Experience utilizing ServiceNow or comparable IT service management platforms.
• Experience coordinating incident management, service requests, escalations, and customer communications.
• Experience supporting user provisioning, access management, and onboarding activities within Microsoft 365, Entra ID, Azure, or similar platforms.
• Demonstrated ability to manage multiple priorities while maintaining high levels of customer satisfaction.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications and collaboration tools.
• Ability to obtain and maintain any required government security clearance or public trust designation, if applicable.

Preferred Qualifications:

• ITIL Foundation certification or experience working within ITIL-based service management environments.
• Experience supporting federal government, healthcare, scientific research, or highly regulated organizations.
• Experience with Microsoft 365 administration, Entra ID, Azure, and Citrix Workspace environments.
• Experience developing customer training programs, knowledge articles, and user documentation.
• Knowledge of SLA management, service performance metrics, and customer satisfaction reporting.
• Experience coordinating support activities across geographically dispersed teams.
• CompTIA A+, Network+, Security+, or related industry certification.
• Experience supporting enterprise technology modernization and digital transformation initiatives.
• Familiarity with change management, problem management, and continuous service improvement methodologies.

Knowledge, Skills and Abilities:

• Knowledge of IT service management principles, incident management, and service request processes.
• Experience utilizing ServiceNow or similar service management platforms.
• Strong customer service, communication, and stakeholder engagement skills.
• Knowledge of Microsoft 365, Microsoft Entra ID, Azure, Citrix Workspace, and enterprise user support practices.
• Ability to effectively communicate technical information to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple priorities and competing deadlines.
• Ability to analyze support trends and recommend service improvements.
• Experience coordinating activities across diverse teams and organizational units.
• Strong problem-solving, critical thinking, and conflict-resolution skills.
• Proficiency in developing user documentation, training materials, and process documentation.

Estimated Salary/Wage

USD $105,000.00/Yr. Up to USD $130,000.00/Yr.