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Tier 1 Support Manager

Company: REI Systems
Location: Sterling
Posted on: January 17, 2020

Job Description:


REI is looking for an experienced Customer Support Specialist who can play a lead role in the help desk operations of an enterprise-level program management system. We need someone who is technologically savvy with strong leadership and communication skills that can deliver high-quality customer service. Your contributions will make an impact on the critical missions of our government clients, solving challenges that aim to improve millions of lives across the globe.


As a Sr. Customer Support Specialist, you will:

* Ensure delivery of excellent Tier 1 customer support through efficient and accurate handling of system and general program inquiries, to include escalation and coordination with Tier 2 and 3 as required to resolve issues.

* Learn and maintain high level of program and application knowledge in order to be able to independently handle a wide range of inquiries.

* Build and maintain business relationship with key stakeholders.

* Collaborate with program operations and development teams to identify opportunities for process efficiencies and continuous improvement.

* Mentor or give direction to junior team members, assist with difficult cases, and provide training on best practices.

* Use case management system to document all help desk inquiries to help streamline the customer service process and analyze trends to report back to management and the development team.

* Assist management in ensuring help desk performance goals are met.

* Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected.

* Assist with development of knowledge base, including frequently asked questions.

* Must be a self-starter/self-directed member of the team.

Other similar professional duties maybe assigned as needed.


* Candidate must have at least 5-7 years of application support experience

* Excellent verbal and written communication skills

* Ability to analyze issues and resolve problems with a quick turnaround time

* Demonstrated ability to work in a team environment

* Experience using case management systems

* Able to gain expertise on new systems quickly

* Able to create material and provide training to end user

* Problem solver with strong ability to work alone in areas of core competence with minimal guidance

* Punctual, consistent and able to meet deliverable deadlines

* Bachelor's degree in computer science, information systems, communications, engineering, or related field is required

* Masters degree in communications, computer science, or related discipline may be substituted for two years of experience

* US citizenship required

Employer will accept a suitable combination of education, training or experience..

REI Systems is an Equal Opportunity Employer (Minority/Female/Disability/Vet)

Keywords: REI Systems, Sterling , Tier 1 Support Manager, Executive , Sterling, Virginia

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