Today
Secret
Unspecified
Unspecified
Business - Support
Polaris Point, Naval Base Guam, Guam (On-Site/Office)
TQI Solutions is seeking proactive and visionary leaders to drive impactful solutions for our clients. We prioritize work-life balance, offer excellent benefits, and provide career growth opportunities. Join our dynamic team and make a meaningful impact on maritime operations and training.
TQI Solutions is seeking a Senior Customer Service & Technical Support Specialist to support Naval Base Guam. In this role, you will be responsible for providing expert-level assistance to customers, addressing complex technical issues, and ensuring a high level of satisfaction.
Responsibilities:
• Serve as the primary point of contact for escalated customer inquiries, providing timely and effective solutions via phone, email, or chat.
• Diagnose and resolve complex technical issues related to hardware, software, and network systems, collaborating with other IT teams as necessary.
• Provide guidance and training to junior support staff, fostering a collaborative and knowledgeable team environment.
• Analyze support workflows and customer feedback to identify areas for improvement, implementing best practices to enhance service quality.
• Maintain accurate records of customer interactions, technical issues, and resolutions in the ticketing system.
• Stay up to date with product updates and technical documentation to provide accurate information to customers.
• Work closely with other departments, including engineering and product teams, to address systemic issues and contribute to product development.
Requirements:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5-10 years' of experience with IT systems and/or networks with at least 3 years' experience delivering customer support and troubleshooting.
• CompTIA Security+ required. Relevant certifications such as CompTIA A+, ITIL, CCNA or Microsoft Certified Solutions Expert (MCSE) are preferred.
• Proven experience with delivering Tier 2 and above IT technical support services.
• Familiarity with service desk ticket tracking, customer support performance metrics, call center support, and face-to-face support for US Navy Information Systems (preferred) or enterprise IT Systems for a major organization.
• ServiceNow experience preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to work independently and as part of a team.
• High level of empathy and customer-centric attitude.
• This position may require night, weekend or holiday support.
This position requires the ability to obtain and maintain a U.S. government security clearance. Candidates must be eligible for a background investigation.
TQI Solutions, Inc. is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with staff located in VA, MD, DC, NC, HI, and CA. We provide Mission and Information Technology Support Services to a wide range of DoD clients.
TQI Solutions is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, or veteran status.
Join TQI Solutions and become a valued member of our team, delivering innovative solutions that drive organizational success. Apply today!
TQI Solutions is seeking a Senior Customer Service & Technical Support Specialist to support Naval Base Guam. In this role, you will be responsible for providing expert-level assistance to customers, addressing complex technical issues, and ensuring a high level of satisfaction.
Responsibilities:
• Serve as the primary point of contact for escalated customer inquiries, providing timely and effective solutions via phone, email, or chat.
• Diagnose and resolve complex technical issues related to hardware, software, and network systems, collaborating with other IT teams as necessary.
• Provide guidance and training to junior support staff, fostering a collaborative and knowledgeable team environment.
• Analyze support workflows and customer feedback to identify areas for improvement, implementing best practices to enhance service quality.
• Maintain accurate records of customer interactions, technical issues, and resolutions in the ticketing system.
• Stay up to date with product updates and technical documentation to provide accurate information to customers.
• Work closely with other departments, including engineering and product teams, to address systemic issues and contribute to product development.
Requirements:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5-10 years' of experience with IT systems and/or networks with at least 3 years' experience delivering customer support and troubleshooting.
• CompTIA Security+ required. Relevant certifications such as CompTIA A+, ITIL, CCNA or Microsoft Certified Solutions Expert (MCSE) are preferred.
• Proven experience with delivering Tier 2 and above IT technical support services.
• Familiarity with service desk ticket tracking, customer support performance metrics, call center support, and face-to-face support for US Navy Information Systems (preferred) or enterprise IT Systems for a major organization.
• ServiceNow experience preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Ability to work independently and as part of a team.
• High level of empathy and customer-centric attitude.
• This position may require night, weekend or holiday support.
This position requires the ability to obtain and maintain a U.S. government security clearance. Candidates must be eligible for a background investigation.
TQI Solutions, Inc. is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with staff located in VA, MD, DC, NC, HI, and CA. We provide Mission and Information Technology Support Services to a wide range of DoD clients.
TQI Solutions is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, or veteran status.
Join TQI Solutions and become a valued member of our team, delivering innovative solutions that drive organizational success. Apply today!
group id: 90760590
