What are the responsibilities and job description for the Customer Support Manager position at Pioneering Evolution, LLC?
Position Description
Pioneering Evolution is seeking multiple Customer Support Managers to provide software support for a web-based, DoD application. In this role, you will serve as the primary point of contact for the DoD Customer and end users for tier one help-desk support. Your primary responsibility will be to become a subject matter expert on the DoD software application and be a primary POC for end users and squadron reps to reach out to for support and training. Other responsibilities will include providing end user training, assisting with application issue resolution, writing software trouble tickets, and working with development teams as necessary to ensure software issues are appropriately and quickly resolved. This is an on-site position, and all candidates must be able to work Monday – Friday from 8:00 am to 5:00 pm within their region.
Required Experience
In addition to competitive salaries and opportunities for professional development and advancement, our employees enjoy a comprehensive range of benefits. To keep pace with the changing needs of our employees, we continually evaluate benefit plans.
Pioneering Evolution is seeking multiple Customer Support Managers to provide software support for a web-based, DoD application. In this role, you will serve as the primary point of contact for the DoD Customer and end users for tier one help-desk support. Your primary responsibility will be to become a subject matter expert on the DoD software application and be a primary POC for end users and squadron reps to reach out to for support and training. Other responsibilities will include providing end user training, assisting with application issue resolution, writing software trouble tickets, and working with development teams as necessary to ensure software issues are appropriately and quickly resolved. This is an on-site position, and all candidates must be able to work Monday – Friday from 8:00 am to 5:00 pm within their region.
Required Experience
- 5 years of experience in a customer support role working with software applications in a military environment.
- Strong background serving as a subject matter expert (SME) in software functionality from an end-user’s perspective.
- Strong background in resolving bug fixes/tickets and software issues.
- Ability to facilitate IT requests and work alongside software developers.
- Ability to travel to and from DoD sites/installations to provide end-user support and training.
- Experience with unlocking accounts and performing data correction requests.
- Ability to obtain a secret security clearance.
- Bachelor’s degree in business, Engineering, Computer Science, or related IT area.
In addition to competitive salaries and opportunities for professional development and advancement, our employees enjoy a comprehensive range of benefits. To keep pace with the changing needs of our employees, we continually evaluate benefit plans.
- Paid time off
- 10 paid holidays
- Medical insurance
- Dental insurance
- Vision insurance
- Legal assistance
- Company-paid life insurance and AD&D
- Company-paid long term and short-term disability insurance
- Tuition reimbursement
- 401(k) plan with company contribution
- Continuing Education Opportunities – We encourage our employees to grow in their areas of expertise and beyond. We believe in strengthening our team through education and we offer a variety of opportunities to pursue individual education, training and development goals. In addition to traditional classroom learning, new employees go through an internal proficiency program to ensure everyone has the skills they need to succeed.
