Customer Support Analyst (Public Security Clearance)

Customer Support Analyst - Level II Secret Clearnce

At Interapt we transform clients and empower humans with technology. Interapt is a world-class technology services company that attracts and develops the best talent while providing an opportunity to those both with IT experience and those without doors are open for all. We are building a thriving, inclusive technology ecosystem in middle-America that invests in people and communities. Our organizational commitment to social responsibility is not an afterthought, it is embedded in our services and everything we do.

Interapt is currently seeking a Customer Support Analyst - with Secret Clearance to join our remote team. We are looking for self-motivated individuals with strong customer service skills searching for growth potential! In this role, you’ll spend your time working with a premier partners customers via phone and email to develop positive and productive customer relations within Interapt’s BPO division. You’ll handle a variety of tasks including troubleshooting, issue resolution, and on-the-spot education.

In order to maximize quality and value, our team works with a fairly structured and scheduled environment, whether you're working in the call queue or handling cases that are assigned daily. These roles will provide coverage Monday - Friday 7AM-7PM EST.

Responsibilities will include:

• Provide tier I technical support to customers via phone, email, and chat
• Identify, troubleshoot, and resolve complex technical issues
• Collaborate with support team to provide seamless customer service experience
• Document and track customer issues using our internal ticketing system
• Escalate unresolved issues to appropriate internal teams

Requirements

• Minimum of 1 years of experience in a work from home customer support analyst role
• Must have current Security Clearance
• Knowledge of Service Now and customer support tools is preferred

• Strong technical aptitude and ability to quickly learn new technologies
• Proven experience in troubleshooting and resolving complex technical issues
• Excellent communication and interpersonal skills
• Ability to work independently and in a team environment

At Interapt, we value diverse backgrounds and perspectives, and welcome applicants from all experiences and skill sets. Don't be deterred if you don't check every box on our list of qualifications. We believe skills can be developed, and we are willing to invest in the right candidate who shows potential. If you are excited about this opportunity, we want to hear from you!

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources