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Call Center Tier 2


Vital Edge Solutions is seeking a Tier 2 Customer Service Representatives to support an important government customer. The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

  • Answer and respond to customers’ requests via phone, email, chat and text
  • Identify, research, and resolve customer issues
  • Provide accurate and timely ticket documentation
  • Meet and exceed required metrics and Service Level Agreements (SLAs)
  • Provide timely updates and follow up to customers
  • Escalations and triage to product line specialists or system support specialists
  • Identify and appropriately communicate recurring problems
  • Evaluates and prioritizes customer problems and complaints
  • Handles problems that Tier 1 is unable to resolve
  • Mentors, supports and cross-trains other customer service representatives

Skills and Qualifications

· 2+ years’ experience in help desk/call center environment

· Excellent oral and written communication skills

· Strong problem-solving skills

· Flexible schedule and availability for after hours support

· Team player with a strong commitment to customer satisfaction

· May need to travel for required application support training

Nice to haves

· HDI Customer Service Representative certification

· Experience with supporting medical scheduling applications

· Knowledge with government clients/environments

Clearance Level

· Ability to obtain Public Trust Clearance

Online Application

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