Customer Technical Support Representative

Job Title

Customer Technical Support Representative

Job 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 solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

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 will be based in Ashburn, VA.

Responsibilities:

Project Support
• Support customer onboarding and conduct training webinars to guide users through product functionality and best practices.
• Perform data reconciliation to ensure accuracy and consistency across platforms.
• Assist with integration efforts.
• Provide billing support, including verifying account details, reconciling invoices, and addressing customer billing inquiries.
• Assist Senior Project Manager with any assigned tasks to ensure smooth execution of project deliverables.
• Prepare project-related documentation, reports, and status updates as required.
Help Desk
• Manage inbound and outbound calls, emails, and voicemails from customers, providing timely and professional support.
• Provide technical assistance and guidance on using the company’s web-based solution.
• Open, document, and track trouble tickets; ensure issues are resolved or escalated appropriately.
• Troubleshoot, diagnose, and resolve desktop hardware and software issues.
• Install and support Windows-based workstations, capture devices, scanners, and local printers.
• Provide Level 1 network troubleshooting (physical and logical connectivity issues).
• Provide Level 2 diagnostic support via phone and remote connections.
• Work collaboratively with Telos Corporation teams, government agencies, and industry partners to support customer needs.

Job Requirements

Qualifications:

• High School plus advanced training, and 4 - 5 years of experience.
• Must be able to obtain the required security clearance for this position.
• Experience with Microsoft Office programs (Word, Excel, PowerPoint, and Outlook) is required.
• Experience working with PCs, laptops, printers, mobile devices, digital scanners, and copiers is preferred
• Experience with customer service and helpdesk support is preferred.
• Experience with helpdesk software ticketing systems is preferred.
• Candidate must be able to work in a fast-paced environment and be able to multitask.
• A professional attitude regarding attention to detail and customer service with excellent organizational skills are required.
• Effective communication skills and the ability to interact professionally with a diverse group of clients and staff are required.
• Must be a team player
• The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.

 

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 offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

Telos and its subsidiaries are an Affirmative Action/Equal Opportunity Employer encouraging women, minorities, individuals with disabilities, and veterans to apply.

Job Type

Full-Time

Location

Ashburn, VA 20147 US (Primary)

Telos offers an excellent compensation packages 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.