Support Services Specialist

Key Responsibilities

• - Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details.
• - Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer.
• - Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner.
• - Keep customer records accurate and up to date in our support system.
• - Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request
• - Monitor system alerts for “down” notifications, and perform the necessary actions in a timely manner.
• - Own customer communication for every open ticket from start to finish
• - Provide proactive updates, product announcements, known issues, process changes — to keep customers informed.
• - Actively participate in the on-call rotation coverage for after-hours support needs
• - Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure.