Customer Support Representative
: Job Details :

Job TitleCustomer Support RepresentativeJob Description

The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solutions and the integrity of our people. Explore what you can bring to our solutions in the areas of cyber, cloud and enterprise security.

Applying for this role is straight forward Scroll down and click on Apply to be considered for this position.

Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!

This position seeks the best candidate that fits into the organization culture, pace of work, and business environment. The proper candidate will be able to work in a Technical Helpdesk supporting multiple US Government Programs.

Primary operations are managed out of Ashburn, VA (19886 Ashburn Rd, Ashburn VA).

Hiring will be contingent on a US Government clearance and may delay the hiring process by approximately 60 days.

Responsibilities:

• Support dedicated locations that are assisting applicants enrolling into a US Government Program.
• Handle inbound and outbound technical support calls.
• Diagnose and resolve technical issues related to the processing of onsite applicant enrollments.
• Utilize tools and access to provide timely solutions during the applicant's appointment at an enrollment location.
• Provide step-by-step guidance to callers over the phone.
• Document all interactions, issues, and solutions in appropriate systems.
• Escalate complex issues to a higher level of support when necessary.
• Meet performance metrics such as customer satisfaction and resolution.

Job Requirements

Qualifications:

• High School plus advanced training.
• Previous experience in a customer or technical support role is preferred.
• Ability to handle multiple tasks and prioritize effectively.
• Capable of performing all job tasks including the most complex under general supervision.
• May assist and train less experienced personnel.
• Proficient with Windows Operating Systems, and ability to record support tickets into ServiceNow.
• Team player with a collaborative attitude.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.
  • In addition to a successful interview, a candidate for this position must be able to hold a Department of Homeland Security (DHS) Security clearance.
  • After a successful interview process, clearance will be started with DHS.
  • When clearance is approved, an offer letter will be sent.

Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment.

Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) of your authorization to work in the United States.

Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at 1-800-###-####. If you require relay service assistance, please click on the following link to review information on your state's relay service: relay service.

Telos Corporation is an EEO/AA employer.

Job Type

Full-Time

Location

Ashburn, VA 20147 US (Primary)

Telos offers an excellent compensation package including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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