COMPANY
VALTEQ, Inc. is a technology services company that supports civilian and defense agencies with information technology program management, enterprise solutions, cloud services, and specialized hardware and software. We are seeking a disciplined, detail focused Support Specialist II to help Government users file and access information electronically.
JOB SUMMARY
Helps users file and access information through the Agency's electronic systems. You will be on the front line, working in a structured, metrics driven help desk that relies on accurate documentation, strict procedures, and reliable attendance.
Schedule: full time. Shifts are assigned to provide coverage between 6:00 a.m. and 11:59 p.m. Eastern Time, Monday through Friday. Occasional weekend or holiday coverage may be required with notice.
Work environment: remote from your home. You must have a quiet, private workspace and stable-wired high-speed internet. Within 50 miles of Washington, DC.
This role is phone and computer intensive. If you do not like talking with customers, following written procedures step by step, or working a fixed schedule every day, this job will not be a good fit.
KEY RESPONSIBILITIES
- Answer inbound calls and emails from customers using Client's systems.
- Help customers with account access, identity verification, customer numbers, and second authentication using mobile apps, email, text message, or voice.
- Troubleshoot and resolve issues with electronic filing, document access, and common system errors. Escalate clearly documented issues to Client teams when required and follow up with the customer.
- Process and verify electronic and paper forms, including requests to create or update customer numbers and verification documents, then scan and store approved forms.
- Record every contact accurately in the ticketing system, including actions taken and resolutions.
- Maintain simple reports on call volume, filing activity, and recurring issues to support performance tracking.
- Use and help improve knowledge base articles, standard operating procedures, and quick reference guides so customers receive consistent answers.
- Use VALTEQ and Client issued equipment and accounts for all work and communications.
WHAT SUCCESS LOOKS LIKE
Within the first 90 days you:
- Complete all required training and pass any required knowledge checks.
- Log in on time for every scheduled shift, follow your assigned schedule, and keep supervisors informed of any issues in advance.
- Meet or exceed quality and productivity standards for call handling, ticket notes, and form processing.
- Communicate with customers and teammates in clear, professional English at all times, in writing and on the phone.
MINIMUM QUALIFICATIONS
- Must speak with absolute clarity and professionalism, without exception.
- Must demonstrate a high degree and command of grammar, professional and articulate verbal communication.
- Experience in a technical help desk, contact center, or similar customer support role handling phone and email cases.
- Strong written and verbal communication skills, including professional email etiquette and correct use of templates and signature blocks.
- Proven record of reliable attendance and punctuality in previous roles.
- Comfortable learning new web-based systems and working with detailed written procedures in a regulated environment.
- Strong attention to detail when reviewing forms, updating data, and documenting work.
- Ability to work assigned shifts within the coverage window and to support occasional surge periods or schedule changes with notice.
- Home office with (must):
Quiet, private space for calls.
Stable wired high-speed internet that can support voice and screen sharing.
POSITION REQUIREMENTS
- Must be a United States citizen or United States national.
- Must be able to obtain and maintain a United States Public Trust clearance.
- Employers use the E-Verify program.
- Background investigation may include review of employment history, criminal history, and education.
- May be required to complete a probationary period.
- May be required to submit a Confidential Financial Disclosure Report (Office of Government Ethics Form 450) upon entering the position and annually, if requested by the customer.
HOW TO APPLY
SEND RESUME (MAXIMUM 2 PAGES) to solutions@valteq-usa.com
ALL FOUR MARGINS NO LESS THAN 0.5”.
SINGLE SPACED ACCEPTABLE.
FONT SIZE NO GREATER THAN 10PT.
RESUMES NOT FOLLOWING INSTRUCTION WILL NOT BE CONSIDERED.
MUST INCLUDE:
- Name, Location and Contact Info
- Work History & dates
- Education Summary
- Certification Summary
- Veteran status
- Two (2) professional references
PAY & BENEFITS
Full benefits package plus SCA health and welfare fringe (estimated at $5.00/hour)
