Customer Support Specialist

Job Family:
Operational Effectiveness Consulting

Travel Required:

Up to 10%

Clearance Required:

Active Top Secret (TS)

• The Customer Support Specialist provides first-line customer support across multiple communication channels, ensuring timely request acknowledgment, triage, and resolution using established workflows.
• This role escalates complex issues to higher tiers as needed and captures customer feedback to support service quality and continuity.
• Provide first-line support across phone, email, chat, and other communication channels for 24/7 operation center.
• Acknowledge, triage, and prioritize customer requests in alignment with established service levels.
• Resolve routine issues using standard operating procedures (SOPs) and knowledge base resources.
• Escalate complex, unresolved, or high-priority issues to Tier 2 or Tier 3 support with complete documentation.
• Document customer interactions, actions taken, and resolutions within service management systems.
• Communicate clearly and professionally with customers throughout the lifecycle of each request.
• Identify recurring issues and contribute to knowledge base updates and process improvements.
• Capture customer feedback to support service quality monitoring and reporting.
• Support operational continuity through effective coordination and shift handoff.

• An ACTIVE and MAINTAINED "TOP SECRET" Federal or DoD Clearance
• Bachelor’s degree
• FIVE (5) or more years of experience in call center, customer service, client service, or related support roles

• Demonstrated experience in Tier 1 support, including triage, issue resolution, and escalation
• Experience supporting multi-channel customer environments
• Strong customer service orientation with a focus on responsiveness and resolution
• Ability to follow defined workflows while applying sound judgment
• Experience using ticketing or service management systems (e.g., Service Now or similar)
• Proven ability to manage multiple requests simultaneously in a fast-paced environment
• Strong attention to detail and commitment to service quality and consistency
• Experience supporting federal or defense clients in mission-critical environments
• Familiarity with Information Technology Infrastructure Library (ITIL) or similar service management frameworks
• Experience contributing to knowledge base management or service improvement initiatives
• Exposure to cybersecurity-focused support environments or secure operations

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variable incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Student Loan Pay Down Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program
• Mobility Stipend

Guidehouse is an Equal Opportunity Employer—Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at or via email at Recruitin All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.