IT Support Customer Service Technician

About J-Mack Technologies

J-Mack Technologies builds software solutions that support the nation's largest government organization in its mission to care for United States Veterans and their families.

The Opportunity

J-Mack is seeking Customer Service Technicians to respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. You will respond to end-user requests for assistance using existing manuals and scripted responses, effectively interact with customers, and refer ongoing issues to the appropriate engineering support team. Availability for extended core hours support is required: Mon–Sat 6:00 AM–10:00 PM ET and Sun 6:00 AM–3:00 PM ET, excluding holidays.

Key Responsibilities

• Respond to technical issues escalated by customers.
• Act as a liaison between operations, the client, and Engineering/Development.
• Respond to end-user requests for assistance using existing manuals and scripted responses.
• Effectively interact with customers.
• Refer ongoing issues to the appropriate engineering support team.

Requirements & Tech Stack

• Problem solving, debugging, and providing solutions to technical issues.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating workarounds and solutions clearly.
• Prior experience with federal or VA.gov digital services is highly desirable.
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, Jira.

Qualifications

• Ability to manage time and prioritization of tasks at a high level.
• Ability to communicate effectively with managers and customers.
• Must be able to pass a US Government Public Trust Security Clearance.
• High school diploma or GED.

Benefits

• Fully remote, full-time role.
• Opportunity to shape standards and practices at the program level.
• Medical, Dental & Vision Insurance (J-Mack covers 80% of employee premiums and 50% of dependent premiums).
• Basic Life, Short-Term Disability & Long-Term Disability (J-Mack covers 100% of the costs).
• 401(k) Safe Harbor Plan with full vesting and 4% company match.
• Paid Time Off: 120 hours annually, increasing to 160 hours after 5 years.
• 11 Paid Holidays.
• Charity Matching: J-Mack matches employee donations up to $250 annually.