Customer Support Agent

UpSlope Advisors is looking for a rockstar Customer Support Agent to join our team!  This person will provide crucial support to the Customer Care Support Center (CCSC) Desk Support and Management services for a local government agency. 

Responsibilities include but are not limited to:

• Respond promptly and professionally to inquiries from government clients and end-users via phone, email, or chat.
• Investigate and troubleshoot customer issues, providing accurate and timely resolutions.
• Develop a comprehensive understanding of government systems, applications, and services to effectively address customer questions and concerns.
• Stay informed about updates, changes, and new features related to government contracts.
• Communicate clearly and effectively with government clients and end-users, ensuring a positive and informative interaction.
• Provide guidance on the use of government systems, applications, and tools.
• Create and maintain documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Ensure documentation is kept up-to-date with the latest information.
• Escalate complex issues to higher-level support or relevant departments as needed.
• Follow up on escalated issues to ensure timely resolution and customer satisfaction.
• Assist in providing basic training and educational resources to customers, promoting self-service options.
• Identify opportunities for improving customer proficiency with government systems.
• Participate in quality assurance activities to evaluate and enhance Customer Support processes.
• Provide feedback to improve the overall effectiveness and efficiency of Customer Support services.
• Collaborate with cross-functional teams, including technical support, project management, and other stakeholders, to address customer needs effectively.
• Share customer feedback and insights with relevant teams for continuous improvement

Qualifications

• High school diploma or equivalent; additional education or certifications in customer service is a plus. 
• Proven experience in a Customer Support role, preferably in a government contracting environment. 
• Excellent communication and interpersonal skills. 
• Strong problem-solving abilities and a positive attitude. 
• Familiarity with government systems, applications, and security protocols is advantageous. 
• Ability to work in a fast-paced environment and handle multiple customer inquiries simultaneously. 
• Commitment to delivering high-quality customer service and ensuring customer satisfaction. 

Security Requirement

Ability to pass a background check 

About Us
UpSlope Advisors is an 8(a), professional engineering services company that provides expert mission-first technical and programmatic support for US Intelligence Community (IC), Department of Defense (DoD), and Federal agencies. As a ‘Mission First / People First’ company, we believe that success starts with the people. Our employees are the heart of our client(s) mission and enabling success for both our clients and employees requires opportunity for personal and professional growth. At UpSlope, we take pride in our ability to offer a competitive benefits package and a balanced work environment that allows our employees to thrive.