Tier 2 Support II - BOOST LLC

ZenPoint Solutions LLC (“ZenPoint Solutions”) is a rapidly expanding Information Technology (IT) services company in the federal sector. We foster a thriving, ambitious work environment that prioritizes employee well-being and a positive company culture. We invite you to join our team and help us shape a dynamic future as we deliver innovative solutions to address the nation's most critical IT missions.

Position Overview: One of our contracts under The Department of State is seeking a Tier 2 Support II to join their program. The ideal candidate will provide advanced technical support to the customer, handling complex issues that require deeper technical expertise and strong problem-solving skills. This role includes diagnosing and resolving technical problems, guiding customers through solutions, and escalating unresolved issues to higher support tiers when necessary. The specialist is also responsible for ensuring a positive customer experience through clear communication and prompt resolution, as well as documenting interactions and adhering to established procedures to meet service level agreements (SLAs) and maintain high support standards.

Clearance Requirement: Candidates must hold a minimum Interim Secret clearance and be able to secure a full scope Secret clearance

Work Location: Springfield, VA

Work Schedule: For the first six (6) months, you will be required to work onsite at the customer’s facility, with the potential to transition to a hybrid schedule of three (3) days onsite and two (2) days remote. The schedule is subject to change based on customer needs and without prior notice.

Key Responsibilities:

• Provide advanced software support to customers through courteous, efficient, accurate processing of questions, issues, and requests in a timely and professional manner
• Directly impact the customer experience in this customer-facing role
• Investigate, reproduce, and define issues based on ticket information, customer input, and relevant documentation
• Deliver effective and timely resolutions to a range of customer inquiries
• Utilize expert questioning and listening skills to identify, research, and resolve customer issues and requests
• Meet or exceed production standards and customer SLAs (queue and ticket management)
• Document all customer inquiries by opening a ticket and recording subsequent communications
• Follow established standards for queue and ticket management
• Appropriately escalate issues that cannot be resolved based on established SLAs, providing thorough information, troubleshooting steps, and additional research needed for Tier 3
• Provide timely customer updates, including direct communication with the customer, to explain the issue and identified resolution
• Clearly and concisely address customer questions and follow-up items
• Support team projects to enhance the quality or efficiency of support
• Understand State Department policies and procedures, use cases for drafting, releasing cables, creating/updating user roles/accounts, and creating/managing dissemination rules

Required Qualifications:

• Candidate must be a United States Citizen and present proof of Citizenship, if selected
• 2+ years of technical support experience required (software-focused, applications)
• 2+ years of experience in a customer service role (customer-facing communications, call center experience, or similar)
• Proven ability to divide and conquer complex problems, document, and communicate their solutions
• Strong organizational and time management skills with the ability to adjust to changing priorities
• Ability to breakdown and convey technical jargon into an understandable explanation for both beginner-level users and developers in tickets
• Exceptional customer service skills
• Strong problem-solving, analytical, and interpersonal skills with the ability to work independently and in a team environment
• Intermediate-level Microsoft Office skills (Word and Excel)
• Excellent organizational, written, and verbal communication skills

Bonus Qualification(s):

• Working knowledge and understanding of the State Messaging and Archive Retrieval Toolset (SMART) or Diplomatic Messaging is highly desirable

Company Benefits: We take care of your well-being here at ZenPoint Solutions! Our comprehensive benefits package includes health, dental, and vision insurance to keep you and your family healthy. We also offer group and voluntary life insurance for financial security, and short-term and long-term disability insurance to provide peace of mind in case of unexpected illness or injury. You'll have the option to contribute to a 401(k)-retirement plan with company matching contributions to save for the future. We also offer flexible spending accounts to help manage medical and dependent care costs on a pre-tax basis. On top of that, you'll enjoy a generous paid leave policy, including federal holidays, to maintain a healthy work-life balance. To help you grow in your career, we offer professional development opportunities and a tuition assistance program.

Commitment to Equality: At ZenPoint Solutions values diverse perspectives. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable federal, state, or local law.