Job Description
Shift: Sat - Sun 6am - 6pm, Mon-Tues 7am - 3pm
Training will be Monday - Friday 7am - 3pm
Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
This position is mission essential, may include work on holidays when required.
Mandatory Skills:
Interpersonal communication abilities
SupportIT
Desired:
Microsoft Office Suite
Requirements:
5+ years of relevant experience in technical support or customer service
Numbers & Facts
| Location | Annapolis Junction, MD |
| Industry | Other/Not Classified |
| Company Size | 500 to 999 employees |
| Year Founded | 1998 |
| Website | http://www.techusa.net |
About Company
TechUSA is operational in 13 offices throughout the United States. Our organization focuses on providing our clients with high level customer service through our flexible, tailored and scalable solutions in Engineering, Aerospace and Defense,Technology and Scientific industries. We are trusted business partners to our clients and dependable agents to our candidates. We are successful in what we do and will continue to be the best by using cutting edge technology and employing aggressive outside the box thinkers. By launching new divisions and opening new offices, we continue to saturate our existing markets, achieve profitable growth, and ultimately do what is best for our customers.
TechUSA is the future of recruitment solutions. Join us and become a part of the Tech USA team!
Skills
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