35 Client Service Representative jobs in Owings Mills

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, services, and policies.
• Process orders, returns, and exchanges accurately.
• Maintain accurate customer records and document all interactions in the CRM system.
• Identify and escalate complex issues to the appropriate internal departments.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.
• Gather customer feedback and report trends to management to help improve products and services.
• Collaborate with team members to share best practices and ensure consistent service delivery.
• Adhere to company policies and procedures while striving for first-contact resolution.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 1-3 years of experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with common office software and CRM systems.
• Ability to remain calm and professional under pressure.
• A patient and empathetic demeanor when interacting with customers.
• Ability to multitask and manage time effectively in a hybrid work environment.
• A strong desire to help others and provide exceptional service.
• Previous experience in (mention a relevant industry, e.g., SaaS, e-commerce, tech support) is a plus.

Description:

Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution. Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues. Enter and track tickets for the requesting organization. Responsible for attending meetings that affect Help Desk Process and Procedures. Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status. Solve problems using documented Standard Operating Procedures (SOP)Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc. Provides support for the escalation and communication of status to agency management and global customers.

Qualifications:

• 3-7 years of experience
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service skills and the ability to work in a team-oriented, collaborative environment. Be sensitive to unique dialects as our customers may speak English as a second language.
• Availability to work weekends and holidays. Willing to work evening shift from Tuesday - Saturday.

Requirements:

• U.S. Citizenship is required for all applicants. CTP is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.
• Certification Requirements:
  • DOD 8570 Certification

This position requires an active Security Clearance with appropriate Polygraph.

About us:

Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies. Since its inception, CTP has been instrumental in the technical design, engineering development, operational deployment, and support of key systems. With a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. CTP staff have worked closely with both government engineers and management to gather mission requirements, develop the architecture to deliver the needed functionality and assess tools available to meet or exceed the needs of the mission.

At Columbia Technology Partners (CTP), we are united in being the best that we can be as individuals, but our core belief is that we can be better together. Together we will take on each mission with an execution process that authentically represents who we are. Our success relies on our team values, the foundation we built around them, and the Partners we become along the way.

That's why our pay is competitive, our missions are critical, and our benefits
represent what matters most to CTP: Our People.

Salary Range Transparency

At Columbia Technology Partners we are committed to transparency and fairness in our compensation practices. We believe in creating a work environment where employees feel valued, empowered, and rewarded for their contributions.

How We Determine Salary Ranges

Our salary ranges are based on the following key factors:

• Job Role and Responsibilities : The specific duties and responsibilities associated with each role form the foundation of our compensation structure.
• Market Research and Industry Benchmarks : We conduct regular analysis of market trends and salaries across our industry, using reliable compensation data to ensure we stay competitive.
• Experience and Qualifications : An individual's experience, education, certifications, and specialized skills all contribute to determining their position within a salary range.
• Location : Salary ranges may be adjusted based on geographic cost of living, in accordance with local and national standards.
• Company Performance : Our compensation practices also take into account overall company performance and financial health, ensuring that we maintain sustainability while rewarding our team.

Really good benefits, for really GREAT people:

From our CTP Family to yours, we know how important these decisions are. Your benefits are about you, not us. Tell us what you need in order to see a future at CTP; lets get where you're going, together .

Medical: CTP offers 3 superior plans, bringing our employees both in-network and out-of-network options.

Vision + Dental: Both free to you + paid in full by CTP.

Retirement: 401k - 6% company contribution

PTO + Leave: A work life balance is extremely important to our team here at CTP, which is why our paid time off plans are so lucrative. Offering customizable leave plans to meet your needs is just one of our many perks! Jury Duty, Bereavement + Military Leave provided.

Career Growth: Up to $10,000 provided for approved career-related learning, training, education, and/or tuition.

Life and AD&D Insurance/Short-Term & Long-Term Disability: More peace of mind, at zero cost to you.

Profit Sharing Bonus: End of year cash gets added to your bottom-line.

Referral Bonus Program: Our tiered program provides an incentive with each stage of the hiring process your referral passes. Our bonuses range from $,000- 20,000, if your referral joins the team.

Columbia Technology Partners is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Our EEO policy reflects our commitment to ensure equality and promote diversity and inclusion in the workplace. Our policy applies to all employees, job candidates, contractors, stakeholders, partners, and visitors.

CTP was voted one of the top 25 best places to work in Baltimore by Baltimore Magazine!

Jovian Concepts, Inc is looking to hire a Customer Support Specialist 2 for a great opportunity in the Annapolis Junction, MD area.

A current and active TS/SCI Clearance with a MD Polygraph required. No CCA's will be accepted at this time.

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat

• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution

• Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues

• Enter and track tickets for the requesting organization

• Responsible for attending meetings that affect Help Desk Process and procedures

• Effectively communicate ticket follow-ups, system updates, improvements and outages to the customers to ensure they are well informed of current status

• Solve problems using documented Standard Operating Procedures (SOP)

• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, etc

• Provides support for the escalation and communication of status to agency management and global customers

Requirements

Qualifications:

• A current and active TS/SCI Clearance with a MD Polygraph required. No CCA's will be accepted at this time.

• Current Security+ CE certification.

• 3 - 7 years of experience.

• Able to prioritize and execute tasks in a high-pressure environment.

• Strong customer service skills and the ability to work in a team-oriented, collabroative environmentBe sensitive to unique dialects as our customers may speak English as a second language.

• Willing to work evening shift from Tuesday - Saturday.

Service Desk, Escalation

Are you ready to become a RealmOne WARRIOR ?

RealmOne was built on the principle that people matter first and foremost. We believe in providing a strong work/life balance by investing in our employees and encouraging professional and personal growth. We do this by offering exceptional benefits, flexible schedules, and the tools necessary to achieve success through paid training, mentoring, and the opportunity to work alongside top-notch industry professionals.

Join us on this journey as we execute this mission-critical contract providing architecture, engineering, integration, and maintenance across a multiple classification Enterprise network.

Your effort and expertise are crucial to the success and execution of this impactful mission. This opportunity supports an Enterprise IT contract with a team of Customer Service Specialists, Database Engineers, Information Systems Security Officers, Information Systems Security Engineers, SharePoint Developers, Systems Engineers, Network Engineers, and IT Engineers responsible for the architecture, engineering, integration, operations, maintenance and sustainment of multi-level Enterprise IT environment.

Job Description:

• The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
• Tuesday to Saturday - 1500 to 2300.
  

The CSS2 shall possess the following capabilities:

• Primary responsibility is to provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat.
• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution.
• Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues.
• Enter and track tickets for the requesting organization.
• Responsible for attending meetings that affect Help Desk Process and Procedures.
• Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer to ensure they are well informed of current status.
• Solve problems using documented Standard Operating Procedures (SOP).
• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
• Provides support for the escalation and communication of status to agency management and global customers.

Qualifications:

• 3+ years of experience.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service skills and the ability to work in a team-oriented, collaborative environment.
• Be sensitive to unique dialects as our customers may speak English as a second language.
• Availability to work weekends and holidays.
• Availability for on-call duties and emergency response situations maintaining consistent high performance and reliability.
• Consistently provide support through shift transitions providing effective communication during shift changes.
  

Certifications Required:

• Security+

Position requires active Security Clearance with appropriate Polygraph

Pay Range: 103,000-146,000

The RealmOne pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role.

RealmOne Benefits:

• Healthcare Coverage + Insurance: Medical: Three (3) rich healthcare options through CareFirst with 100% or majority company-paid premiums. Tax-advantaged health savings account available with generous employer contribution. Dental + Vision: 100% employer-paid for employees and family with buy-up option available.
• Retirement + Savings: 401K - 10% TOTAL CONTRIBUTION - 5% safe harbor - 5% annual profit share. Immediate vested, no match required!
• Paid Time Off + More: 4 weeks starting PTO - 11 federal holidays + 2 floating holidays - Paid hours for company-required training.
• Career Growth + Development: Access to FREE 24/7 learning via Udemy - Opportunities to participate in tech councils, industry initiatives, etc. - $7,500 annual Educational & Professional Development Assistance.
• MORE BENEFITS.FOR EVERY LIFESTYLE! - Paid parental leave - Adoption assistance - Annual swag drops - Flexible work schedules - -Generous referral bonus program - Employee appreciation + family-friendly corporate events .and much more.

ABOUT US

• RealmOne is a mid-sized science and technology company dedicated to solving our customers' toughest mission challenges.
• Headquartered in Columbia, MD., RealmOne supplies advanced cybersecurity, data science and software engineering services and products to customers in the Government and commercial sectors.
• RealmOne delivers encompassing mission assurance and critical systems support to government customers across various U.S. locations to include Colorado, Georgia, Hawaii, Texas, Utah, and Virginia.
• RealmOne has earned numerous awards, including being named a Top Workplace by the Baltimore Sun. With more than 30+ active contracts, 12 of which are prime, RealmOne stands as a premier innovator supporting the Government and Department of Defense, with team members located nationwide.

Disclaimer: Benefits packages offered by RealmOne are subject to variation and may differ based on work location, clearance level, and other eligibility criteria. Specific eligibility, availability, and scope of benefits are not guaranteed, may differ from those generally described, and remain subject to modification at the sole discretion of the company.

• Lead and manage a team of customer support representatives.
• Oversee daily support operations and ensure efficient ticket resolution.
• Handle escalated customer issues and provide advanced technical support.
• Develop and implement customer support policies, procedures, and best practices.
• Create and maintain knowledge base articles and support documentation.
• Coach, train, and mentor support team members to enhance performance.
• Monitor support metrics and analyze data to identify areas for improvement.
• Collaborate with product, engineering, and sales teams to resolve customer issues and share feedback.
• Ensure high levels of customer satisfaction and loyalty.
• Contribute to the continuous improvement of the customer support function.

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 4-6 years of experience in customer support or technical support, with at least 2 years in a lead or supervisory role.
• Proven experience in managing and motivating a support team.
• Strong technical aptitude and understanding of software support processes.
• Excellent problem-solving, analytical, and communication skills.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to effectively manage escalated customer situations.
• Familiarity with hybrid work environments and strong organizational skills for managing remote and on-site responsibilities.