Customer Support Analyst

🕒 Julho 15

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Raytek Federal Corporation

SiteLinkedInTodas as Vagas

2 - 10 funcionários

Fundada em 2021

🔒 Cibersegurança

💼 Consultoria

🏛️ Governo

Cybersecurity • Consulting • Government

A RayTek Federal Corporation é uma Pequena Empresa de Propriedade Feminina (WOSB) sediada em Tampa, FL (fundada no início de 2021) que oferece serviços de suporte profissional e de TI para clientes federais e comerciais. A RayTek oferece serviços de cibersegurança (análise de postura de segurança, avaliações e autorizações FISMA, resposta a incidentes, defesa contra ameaças avançadas), serviços profissionais (gestão de programas e projetos, consultoria de desenvolvimento de negócios, melhoria de processos empresariais, aumento de pessoal), e engenharia de software e desenvolvimento de aplicativos (desenvolvimento de software personalizado, engenharia de sistemas, integração empresarial). A empresa se posiciona como fornecedora de soluções integradas e duradouras para clientes governamentais e comerciais.

Descrição

• Serve as the primary point of contact for end users via phone and live chat, providing responsive and professional support across a high-volume queue • Triage incoming requests and accurately route escalations to the appropriate department — Reservations, Finance, or Technical Support — based on issue type and urgency • Assist users with navigation, troubleshooting, and functional guidance within the Defense Travel System (DTS) • Log, track, and resolve support tickets in accordance with established SLAs and standard operating procedures • Communicate technical and procedural information clearly and patiently to non-technical users • Follow established escalation paths to ensure issues are directed to the correct team without unnecessary delay • Maintain accurate records of all user interactions, issues, and resolutions • Contribute to knowledge base documentation and internal process improvement efforts • Support team coverage requirements including scheduled rotational shifts

🎯 Requisitos

• Active Secret security clearance (required at time of application; must be maintained throughout employment) • Hands-on experience with the Defense Travel System (DTS) • 1+ years of experience in a help desk, call center, or customer service support role with phone and/or chat-based interaction • Strong verbal and written communication skills with a customer-first mindset • Demonstrated ability to triage and route issues effectively across multiple departments or queues • Ability to work independently and manage multiple priorities in a fast-paced environment • Willingness and availability to support a 24/7/365 operational environment

🏖️ Benefícios

• UnitedHealthcare PPO with 100% preventive care • 24/7 telemedicine & behavioral health access • Dental PPO ($1,500 max) & Vision plan ($10 exams, $150 frame allowance) • Exercise reimbursement up to $360 per year • Employer HSA match up to $1,200 (individual) or $2,400 (family) annually • 401(k) plan with immediate eligibility and 100% vesting • Employer 401(k) match up to 4% after 1 year • Company-paid Life & AD&D (up to $100,000) • Short-Term Disability: 60% pay / $1,000 weekly • Long-Term Disability: up to $8,000 monthly • 11 paid federal holidays (may vary by program) • PTO accrual from day one • Remote flexibility for eligible positions • Day-one eligibility for all benefits • Dependent coverage up to age 26 • Employee Assistance Program (EAP) – confidential counseling, legal, and financial support • Travel Assistance Program – emergency medical, evacuation, and global support • Referral, commendation, and milestone service bonuses