Customer Support

• Provide an excellent end user experience by resolving potential or actual technical issues
• Troubleshoot software packages, hardware devices, and peripherals
• Configure computer systems according to company policies
• Handle sensitive data in compliance with strict privacy regulations
• Diagnose problems and follow up to ensure resolution
• Perform regular maintenance and update operating systems while minimizing downtime and increasing productivity
• Assist with data backup duties in case of data corruption
• Work with vendors to troubleshoot and resolve issues
• Support reported problems with desktop computers, laptops, peripherals, and mobile devices
• Install and configure desktop hardware, software, and peripherals using standard procedures
• Assist users with hardware, software, and network problems and guide them through solutions
• Train users on computer hardware and software, including printers, email programs, and software applications
• Track pending and completed help-desk requests to monitor product and computer/network system health
• Answer inbound phone calls and respond to voicemails
• Answer inbound chats
• Maintain satisfactory quality assurance scores
• Assist other teams with overflow work

End User Support Specialist – Tier 1

• Support and troubleshoot integrations, APIs, data feeds, and business applications across underwriting, claims, CRM, and captive insurance platforms
• Monitor system performance, data quality, and scheduled processes
• Write SQL queries and reports to validate data, investigate issues, and support business needs
• Assist with application administration, user access, configuration updates, and documentation
• Partner with business and technology teams to resolve issues and improve system efficiency

Application Support Specialist

• Provide day-to-day technical support for laptops, software applications, connectivity, printers, scanners, mobile devices, and conference-room technology
• Troubleshoot and resolve end-user hardware, software, access, and system issues, escalating complex or security-related concerns when appropriate
• Manage and track software licenses and subscriptions, including assigning and removing licenses, maintaining accurate license inventories, and monitoring utilization and availability
• Support Microsoft 365 and SharePoint, including user access, permissions, site organization, collaboration tools, and common user issues
• Coordinate device procurement, configuration, deployment, and overall asset management
• Partner with HR and Operations to support employee onboarding and offboarding
• Assist with improving SharePoint sites, shared workspaces, forms, workflows, and information organization
• Support approved business applications and collaboration or reporting platforms, such as Monday.com
• Create and maintain SOPs, technical documentation, user guides, configuration records, and IT knowledge resources
• Provide user training and guidance to improve technology adoption and reduce recurring support issues
• Support office moves, workstation setups, conference-room readiness, and other workplace technology needs
• Identify recurring technology issues and recommend practical improvements, automation opportunities, or standardized processes
• Maintain appropriate security, access, and change-management practices while protecting company and client information
• Collaborate with internal teams and technical leadership on IT initiatives and system improvements

IT Systems and Support Specialist

• Take inbound calls from clients
• Manage and maintain incoming client and applicant requests
• Work closely with internal teams to meet client needs and external service levels
• Navigate web-based applications and tools to manage client accounts
• Order client reports and services, including drug tests, international, business information, education, and background screening reports
• Maintain positive client relationships to support customer retention
• Resolve client support calls and emails, achieving first-contact resolution whenever possible
• Provide excellent customer service
• Escalate issues to internal teams and provide clients with periodic updates
• Meet call-center metrics and client turnaround-time expectations
• Apply scripts and templates as directed by management
• Follow schedules and maintain punctuality to support service-level agreements
• Proactively resolve issues and disputes
• Support candidate and client inquiries by phone and email for eVerifile
• Handle dispute appeal explanations and intake
• Support eRailSafe audit interviews
• Provide backup for Client Success Helpdesk Associate as needed
• Review and approve photos
• Process employment verifications
• Contractor Support Representative II additionally supports program activities, international report processing, grading/adjudication processing, and program owner support

Customer Support jobs in Maryland

End User Support Specialist – Tier 1

Application Support Specialist

IT Systems and Support Specialist

Contractor Support Representative – French/English