Customer Service Specialist - Teknowledge

We’re looking for a creative and adaptable Customer Service Specialist to deliver world-class situation management for premier enterprise customers. That means you’ll build relationships with our partners and customers as the face of our clients – you’re not just a name on the phone, you’re a dedicated expert who IT departments know and trust to investigate and solve issues that affect their business. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers so you can make decisions that put your customers first.

Accelerating Progress. Securing Futures.

At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.

This role will:

• Serve as a single point of contact for customers, gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions while a technical team works to resolve critical system issues.
• Assign appropriate severity level, category, priority, and team to each incident.
• Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
• Collaborate and seek guidance from technical engineers, subject matter experts, and other team members to validate your approach, escalating to higher-level technical support as needed.
• Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.

In this role:

• Customer service experience and a desire to learn new technical skills
• Excellent multitasking, organizational, and problem-solving skills
• Creativity and adaptability
• Skill in developing and maintaining positive working relationships

What We Offer You:

• The salary range for Colorado residents starts at $17/hr. (depending on the line of business) plus a quarterly bonus based on quality and productivity. Pay is based on several factors including, but not limited to, education, work experience, certifications, etc.
• Medical, dental, and vision benefits, legal coverage benefits, Employee Assistance Program, and pet insurance
• Recurring bonus opportunities for performance and referrals
• Opportunities to earn industry-recognized certifications in more than 1,500 courses
• A culture dedicated to promoting from within