Customer Support Specialist 2 Job at RealmOne (Columbia)

Customer Support Specialist 2

RealmOne

Location:
United States , Columbia

Category:
Customer Service

Contract Type:
Not provided

Salary:

124000.00 - 169000.00 USD / Year

Save Job

Apply Position

Job Description:

The Customer Support Specialist is primarily responsible for providing first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat. The CSS will provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution. This position includes Shift Work. Tuesday to Saturday – 1500 to 2300.

Job Responsibility:

Provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via the telephone, email and chat
Provide a high-level of customer service and support
Responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as, resolving more complex user and system issues
Enter and track tickets for the requesting organization
Responsible for attending meetings that affect Help Desk Process and Procedures
Effectively communicate ticket follow-ups, system updates, improvements and outages to the customer
Solve problems using documented Standard Operating Procedures (SOP)
Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage/network devices, etc.
Provides support for the escalation and communication of status to agency management and global customers

Requirements:

3+ years of experience
Able to prioritize and execute tasks in a high-pressure environment
Strong customer service skills and the ability to work in a team-oriented, collaborative environment
Be sensitive to unique dialects as our customers may speak English as a second language
Availability to work weekends and holidays
Availability for on-call duties and emergency response situations maintaining consistent high performance and reliability
Consistently provide support through shift transitions providing effective communication during shift changes
Security+ certification
Position requires active Security Clearance with appropriate Polygraph

What we offer:

Medical: Three (3) rich healthcare options through CareFirst with 100% or majority company-paid premiums
Tax-advantaged health savings account available with generous employer contribution
Dental + Vision: 100% employer-paid for employees and family, with a buy-up option available
401K – 10% TOTAL CONTRIBUTION – 5% safe harbor – 5% annual profit share (both immediately vested)
4 weeks starting PTO – 11 federal holidays + 2 floating holidays – Paid hours for company-required training
Access to FREE 24/7 learning via Udemy
Opportunities to participate in tech councils, industry initiatives, etc.
$7,500 annual Educational & Professional Development Assistance
Paid parental leave
Annual swag drops
Flexible work schedules
Generous referral bonus program
Employee appreciation + family-friendly corporate events

Additional Information:

Job Posted:
April 16, 2026

Employment Type:

Fulltime

Work Type:

On-site work

RealmOne - All Job Offers

Job Link Share: