Customer Support Representative

Customer Support Representative

Marathon TS is hiring for a Customer Support Representative in Washington, DC.

Key qualifications include:

• US Citizenship
• Experienced in coordinating high-speed internet and VoIP installations in secure government facilities, including those within the legislative branch
• 2+ years of experience in customer service or administrative support role.
• Strong organizational skills with the ability to manage multiple tasks, requests, and deadlines concurrently.
• Excellent verbal and written communication skills to effectively interact with internal teams and external vendors.
• Experience with Remedy or similar ticketing and incident management systems.
• Fundamental understanding of Network and Technology Infrastructure components, including internet connectivity, structured cabling, and site survey processes.
• High attention to detail with strong documentation and record-keeping practices.
• Ability to work collaboratively within a team-oriented environment and engage professionally with a diverse range of stakeholders.

The Customer Service Representatives (CSRs) will perform the following tasks:

• Serve as the first point of contact for incoming service requests related to district office technology installations.
• Coordinate and schedule site visits between district office staff and technology vendors (e.g., ISPs, cabling contractors).
• Use Remedy ticketing software to create, manage, and close support tickets accurately and timely.
• Document all interactions, updates, and scheduling details within appropriate systems to ensure full traceability.
• Track and follow up on pending requests to ensure resolution and closure.
• Assist with updating internal tracking systems and documentation related to vendor activities.
• Provide regular status reports or updates to supervisors and project leads as needed.
• Performing other official duties as assigned.

Marathon TS is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Marathon TS will be based on merit, qualifications, and abilities. Marathon TS does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").