Customer Service Technician

Gritter Francona is hiring a Customer Service Technician to support a contract with the Veterans Affairs. The role responds to escalated technical issues, assists end users using manuals and scripted responses, and coordinates ongoing issues with operations, the client, and Engineering/Development.

Responsibilities:

• A Customer Service Technician will respond to technical issues escalated by customers
• This position will act as a liaison between operations, the client, and Engineering/Development
• You are able to respond to end user request for assistance using existing manuals and scripted responses
• Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team

Requirements:

• High school diploma or GED
• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment
• Experience working within a team-oriented, collaborative, agile environment
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls
• Experience documenting and communicating work-a-rounds and solutions clearly