• Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement. • Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management. • Exercise judgment in selection methods and techniques for obtaining solutions. • Ensures best practices are being adhered to within the customer's environment. • Delivers consistent service levels by exceeding customer expectations and managing customer escalations. • Facilitates life-cycle management of upgrades, technical service bulletins and system changes. • Maintains awareness of all complex service matters including technical solutions implementations and activities. • Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment. • Ability to explain technical problems and solutions to internal stakeholders and customers. • Ensures effective coordination and support between account teams and supporting technical resources. • Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer. • Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations.

• Serve as the primary point of contact for customer support via Zendesk email and phone • Deliver a white-glove experience that balances speed, empathy, and accuracy • Navigate customer interactions with a strong awareness of risk, compliance, and data sensitivity • Own customer-facing escalations, resolving independently when appropriate and partnering with CX leadership when needed • Develop deep subject matter expertise (SME) across products, policies, and systems • Identify recurring issues, friction points, and edge cases, and recommend improvements to workflows, macros, and documentation • Partner with CX leadership to ensure customer issues are resolved end-to-end and insights are carried forward

• Ensure the accurate and timely handling of release of information account issues with internal and external customers while maintaining a high level of professionalism. • Answer and conduct business on the telephone while maintaining excellent Customer Service. This includes: 100% • Answering release of information related telephone calls and inquiries accurately and timely. • Review, research, resolve and respond to inquiries that are received via telephone, email or written correspondence. • Document all calls, inquiries and resolution in detail in appropriate areas of our software systems. • Follow all department and/or site specific processes and procedures accordingly. • Meet and maintain the department’s productivity and quality assurance expectations. • Responsible for following all company policies and procedures as posted or communicated by management. • Maintain confidentiality by keeping all information seen and heard within the boundaries of the role in the strictest confidence. • Maintain open lines of communication with other employees and members of management in regards to any problems, complaints, incidents, etc. immediately. • Perform work in accordance with the training and direction provided and adheres to facility specific procedures • Attend mandatory employee in-service meetings and/or training sessions, if so directed • Maintain an acceptable attendance record and reports to work as scheduled. • Perform other duties as assigned.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Support Chat Specialist provides technical and functional support to military, civilian, and contractor personnel utilizing Department of Defense travel systems managed by the Defense Travel Management Office (DTMO). These roles support enterprise-level travel platforms including the Defense Travel System (DTS), Government Travel Charge Card (GTCC) programs, and associated financial management interfaces via online Chat. - Ensure timely resolution of user issues related to authorizations, vouchers, travel policy compliance, system access, and account management. - Maintain adherence to DoD cybersecurity and data protection standards. Location: Remote. The selected candidate must be currently located in, or willing to relocate to, a state supported by Tripoint Solutions corporate offices: AL, AZ, CO, DC, DE, FL, GA, IL, IN, KS, LA, MD, MI, MN, MS, NC, NJ, OH, PA, SC, TN, TX, or VA. (No relocation assistance provided) Clearance Requirements - Active or eligible Secret U.S. Government Security Clearance Key Responsibilities - Customer Support & Incident Resolution - Serve as first point of contact for DTS and travel-related inquiries via phone, email, and ticketing systems. - Troubleshoot system access, CAC authentication, profile setup, routing lists, and document processing errors. - Resolve travel authorization and voucher submission issues. - Escalate complex functional or technical issues to Tier III support or system administrators as required. - Document incidents, service requests, and resolutions in accordance with ITIL best practices. - Functional Support – Travel Policy & Compliance - Provide guidance on Joint Travel Regulations (JTR) policies. - Assist users with per diem calculations, entitlements, and reimbursement questions. - Support Government Travel Charge Card (GTCC) account-related inquiries. - Monitor and report on recurring user issues to identify systemic improvements. - Systems & Technical Support - Support enterprise applications including: - Defense Travel System (DTS) - CAC / PKI authentication environments - DoD Enterprise Email / Microsoft 365 - ServiceNow or equivalent ticketing platforms - Perform account provisioning and role management in accordance with RMF and cybersecurity policies. - Coordinate with cybersecurity teams to ensure compliance with DoD IA requirements. - Reporting & Performance Metrics - Track SLA compliance and ticket resolution timelines. - Provide weekly/monthly reports on ticket volume, trends, and resolution metrics. - Identify opportunities to improve customer experience and reduce repeat incidents. Qualifications - Active Secret Clearance (or ability to obtain) - 2+ years of Help Desk or Service Desk experience in a federal or DoD environment - Experience supporting enterprise financial or travel systems - Familiarity with: - Defense Travel System (DTS) - Joint Travel Regulations (JTR) - CAC/PKI authentication - ITSM ticketing systems (ServiceNow preferred) - Strong troubleshooting and analytical skills - Excellent written and verbal communication skills - Ability to work in a fast-paced, mission-focused environment Preferred Qualifications - ITIL Foundation Certification - CompTIA Security+ (or DoD 8570 compliant certification) - Experience supporting large DoD user bases (10,000+ users) - Prior experience as a Defense Travel Administrator (DTA) - Understanding of DoD financial management processes Benefits - Medical, Dental, Vision benefits with a national provider network - Flexible Spending and Health Savings Accounts (FSA & HSA) - Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental Supplemental Insurance - Paid time off (PTO) - 11 paid holidays - 401(k) Retirement Plan - Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications - Monthly transportation, parking, and cell phone service reimbursement