Customer Support Specialist

**Job Family** **:**

Operational Effectiveness Consulting

**Travel Required** **:**

Up to 10%

**Clearance Required** **:**

Active Top Secret (TS)

**What You Will Do** **:**

The Customer Support Specialist provides first-line customer support across multiple communication channels, ensuring timely request acknowledgment, triage, and resolution using established workflows. This role escalates complex issues to higher tiers as needed and captures customer feedback to support service quality and continuity.

+ Provide first-line support across phone, email, chat, and other communication channels for 24/7 operation center
+ Acknowledge, triage, and prioritize customer requests in alignment with established service levels
+ Resolve routine issues using standard operating procedures (SOPs) and knowledge base resources
+ Escalate complex, unresolved, or high-priority issues to Tier 2 or Tier 3 support with comp...