Customer Support Technician
This Customer Support Technician role is full-time supporting the Department of Veterans Affairs (VA), Office of Information Technology (OIT) Veteran Experience Services Eligibility and Enrollment (VESEE) Product Line. This role supports modernization of Eligibility and Enrollment to build a seamless experience for Veterans, their families, and caregivers and contributes to improving VA employee and Veteran lives and working towards a larger mission. The Customer Support Technician will support users of a modernized enrollment system that supports this seamless experience.
- Provide support to users to enable smooth access and navigation for the enrollment system and all features developed on the program.
- Serve as POC for troubleshooting system issues.
- Document, track, and monitor issues to ensure timely resolution.
- Keep customers informed of issue status through resolution.
- Advise end users on best practices to prevent issue recurrence.
- Collaborate with management and partners to meet Service Level Agreements (SLAs).
- Leverage metrics to drive efficiency and continuous improvement.
Salary Range: $55,000 - $60,000
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