Customer Service Support Specialist

Customer Service Support Specialist – Quevera

Quevera is seeking a Customer Service Support Specialist to join our team. At Quevera, we don’t just offer jobs—we provide opportunities to be part of a dynamic, forward-thinking community that fosters innovation, collaboration, and personal growth. You’ll work with industry experts, take on exciting challenges, and have creative freedom to build cutting‑edge solutions while advancing your career in a space that truly values your skills and ideas.

• Prepare classrooms prior to day 1 of each course by rotating all laptop computers from a charging cart to the classroom environment.
• Maintain all classroom laptops as needed to ensure they remain active and perform system updates.
• Lead each class in getting online the first time (approximately 20 minutes), walking students through logging on, changing passwords, and discussing the do’s and don’t’s for the IT environment.
• Track student issues with obtaining accounts to log onto the system, troubleshoot issues, and work with external partners as needed to resolve those issues.
• Create an email group for each course and submit requests to add all students to the group.
• Enroll all students in the course dashboard application, where students complete required WBTs and access course information.
• Maintain dashboard links to WBTs.
• Support course instructors on Day 1 in the classroom to identify and resolve any classroom IT problems.
• Support course instructors and students throughout the courses by resolving any IT problems that arise or submitting and tracking tickets for issue resolution.
• Provide support with help‑desk functions such as password resets, workstation builds, and hardware deployment.
• Set up and break down computer workstations for users.
• Assess and validate IT issues across Sponsor organization.
• Assist with test calls for video teleconferences (VTC) to ensure equipment is set up and check for adequate audio and video.
• Assess and validate customer IT requirements across the Sponsor organization.
• Implement IT solutions and workarounds to limit the customer’s downtime and inability to perform their daily work duties.

• Demonstrated experience consulting with technical partners to resolve technical issues.
• Demonstrated experience communicating technical information to non‑technical audiences.
• Demonstrated experience supporting and providing training via various approaches such as classroom training or WBTs.
• Demonstrated experience troubleshooting access control issues.
• Demonstrated experience creating and managing email groups.
• Demonstrated experience configuring audio and video equipment.
• Demonstrated experience setting up, breaking down, and maintaining computer workstations which can consist of multiple PCs, monitors, and switches.
• Demonstrated experience evaluating solutions to meet enterprise and mission specific needs.

• Demonstrated strong interpersonal and customer service skills.
• Demonstrated experience resolving audio and visual equipment issues.
• Demonstrated experience completing Sponsor’s course for system access administration.
• Demonstrated experience working with Sponsor and internal IT partners.

• Medical/Dental/Vision (100% Employer Paid Medical Plan)
• Short/Long Term Disability (Employer Paid)
• Life Insurance (Employer Paid)
• Yearly $5,000 towards education/training/certification.
• Employer‑paid Company Vacation Package for you and a guest.
• Quera will match up to 6% towards your 401K and an additional 4% profit sharing.

• Current TS/SCI Polygraph clearance.

Quevera is an equal‑opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.

Location:

Fort Meade, MD
Salary: $45,000.00 – $50,000.00
Seniority:
Entry level

Employment type:

Full‑time
Industry: IT Services and IT Consulting