Customer Service Support IV

ASRC Federal is seeking an experienced Customer Support Specialist to provide high‑quality assistance to customers through both phone and in‑person interactions. This individual will serve as a primary point of contact for customer inquiries, offering clear information, troubleshooting support, and guidance on processes, products, and systems. The Customer Support Specialist ensures a positive experience by resolving issues efficiently, documenting interactions thoroughly, and maintaining strong communication across teams and stakeholders.

Location: Washington, DC
Clearance Required: Secret

Key Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide timely and accurate information about services, products, and processes.
• Identify, diagnose, and resolve customer issues, determining whether they are technical or non‑technical in nature.
• Guide customers through online systems, forms, and workflows to ensure successful navigation and completion of tasks.
• Document all customer interactions, issues, and resolutions to maintain complete and accurate records.
• Escalate complex or unresolved issues to management or appropriate technical teams.
• Analyze customer problems to identify patterns, recurring issues, or opportunities for process improvement.
• Maintain strong communication with internal teams to ensure customer concerns are addressed promptly.
• Provide high‑quality customer service aligned with organizational policies, service standards, and performance requirements.
• Support walk‑in visitors by answering questions, gathering necessary information, and directing them to appropriate resources.
• Prepare routine reports summarizing customer trends, issues, and recommendations for improvement.

Required Skills and Experience

• High School diploma required.
• Minimum of 8+ years of experience in customer support, customer service, or a related field; equivalent combinations of education and experience will be considered.
• Strong communication and interpersonal skills, with the ability to interact professionally with customers of varying backgrounds.
• Proven ability to troubleshoot and resolve customer issues across a variety of topics.
• Experience working with ticketing or customer support tracking systems.
• Ability to manage multiple inquiries simultaneously and maintain attention to detail under pressure.
• Proficiency with Microsoft Office applications and web‑based systems.
• Strong problem‑solving skills and customer‑focused mindset.

Preferred Qualifications

• Experience supporting customers in a technical or IT‑related environment.
• Familiarity with federal or government customer service standards.
• Experience documenting workflows, user issues, or process improvements.
• Ability to train or mentor junior customer service staff.

Tools & Technologies (Desired)

• Customer support ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, or similar.
• Microsoft Office Suite (Outlook, Word, Excel).
• Web‑based portals, forms systems, or customer intake platforms.
• Data analysis skills