364 Customer Support Specialist jobs in Owings Mills

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.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical and non-technical customer issues.
• Escalate complex issues to appropriate departments and follow through to resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Train and mentor new customer support representatives.
• Develop and update knowledge base articles and customer support documentation.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Contribute to the continuous improvement of customer service processes and workflows.
• Ensure all customer interactions align with company policies and service level agreements.
• Assist in the preparation of performance reports related to customer service metrics.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience in a customer service or helpdesk role.
• Proven ability to handle difficult customer situations with patience and professionalism.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to learn new software quickly.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Experience in a leadership or mentoring capacity is a plus.
• A passion for providing outstanding customer service.

• Providing advanced technical and product support to customers via phone, email, and chat.
• Troubleshooting and resolving complex customer issues, escalating when necessary.
• Mentoring and coaching junior customer support representatives, fostering skill development.
• Developing and maintaining support documentation, FAQs, and knowledge base articles.
• Analyzing customer feedback and identifying trends to suggest product or service improvements.
• Ensuring adherence to service level agreements (SLAs) and company support policies.
• Participating in team meetings, sharing insights, and contributing to strategic discussions.
• Handling customer escalations with empathy and professionalism.
• Assisting in the onboarding and training of new support staff.
• Contributing to the development of customer support best practices.

• Handle escalated customer support requests, providing timely and effective resolutions.
• Troubleshoot and resolve technical issues related to our products and services.
• Communicate with customers via phone, email, chat, and other support channels.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Assist in training and mentoring new and junior customer support representatives.
• Contribute to the development and refinement of customer support processes and policies.
• Monitor customer feedback and satisfaction levels, identifying areas for improvement.
• Ensure all customer interactions are professional, courteous, and aligned with company values.
• Participate in team meetings and contribute to a positive and collaborative work environment.

• Associate's or Bachelor's degree in a relevant field, or equivalent work experience.
• Minimum of 4 years of experience in customer support or a related role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent verbal and written communication skills.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
• Strong understanding of customer service principles and best practices.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.
• Experience in mentoring or coaching team members is highly desirable.
• Ability to work independently with minimal supervision.
• Reliable high-speed internet connection and a dedicated home office space.

• Provide advanced technical support and troubleshooting for our product suite.
• Respond promptly and professionally to customer inquiries via email, phone, and chat.
• Diagnose and resolve complex customer issues, escalating when necessary to higher-level support or engineering teams.
• Document all customer interactions, issues, and resolutions accurately in our CRM system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product and engineering teams for continuous improvement.
• Train and mentor junior customer support representatives.
• Contribute to improving support processes and customer service standards.
• Proactively identify opportunities to enhance customer satisfaction and loyalty.
• Assist in the onboarding and training of new support team members.
• Stay up-to-date with product updates and new features to effectively support customers.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

• Associate's or Bachelor's degree in a related field, or equivalent practical experience.
• 3-5 years of experience in a customer support or technical helpdesk role.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent written and verbal communication skills, with a knack for explaining technical concepts clearly.
• Strong empathy and patience when interacting with customers.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience creating and maintaining knowledge base content.
• Demonstrated ability to work independently and as part of a remote team.
• A strong desire to learn and adapt to new technologies.
• Previous experience in a senior or lead support role is a plus.

• Respond to customer inquiries via email, phone, and chat in a professional and timely manner.
• Diagnose and resolve customer issues, escalating complex problems to the appropriate department when necessary.
• Provide clear and concise information regarding products, services, and policies.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to the product and service teams.
• Educate customers on product features and best practices.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and response times.
• Maintain up-to-date knowledge of company products and services.
• Contribute to the continuous improvement of customer support processes.
• Act as a brand ambassador, ensuring a positive customer experience at all touchpoints.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or helpdesk role (minimum 2 years).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting with minimal supervision.
• High degree of patience, empathy, and professionalism.
• Comfortable navigating multiple software applications simultaneously.
• A dedicated workspace with a stable internet connection is required.
• Demonstrated ability to manage workload and meet deadlines in a virtual environment.