Customer Support Liaison

Overview

Come join a company that strives for Extraordinary People and Exceptional Performance!
Eagle One Solutions, Inc., a Chenega Professional Services
’ company, is looking for a Customer Support Liaison who serves as a customer-focused technical representative responsible for coordinating support services between end users, technical teams, vendors, and organizational stakeholders. This position ensures effective communication, timely issue resolution, service delivery excellence, and a positive customer experience across enterprise applications, infrastructure services, and technology platforms. The Customer Support Liaison plays a critical role in incident management, service request coordination, user onboarding, and continuous service improvement initiatives.

Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, innovative solutions for our clients.

• Serve as the primary point of contact and coordination between customers, support teams, system administrators, vendors, and project stakeholders.
• Receive, review, triage, and coordinate the resolution of incidents, service requests, and escalations using Service Now and other enterprise service management tools.
• Monitor and track support activities to ensure timely resolution and compliance with established service-level agreements (SLAs).
• Facilitate communication regarding service interruptions, planned maintenance, system outages, operational impacts, and remediation efforts.
• Coordinate user onboarding, account provisioning, deprovisioning, and access management activities within Microsoft 365, Microsoft Entra , Citrix Workspace, Azure, and related enterprise platforms.
• Provide customer support and technical guidance for enterprise applications, systems, and technology services.
• Serve as a liaison between customers and technical teams to ensure accurate understanding of issues, requirements, and resolution expectations.
• Track, monitor, and communicate ticket status, priorities, and resolution updates to customers and stakeholders.
• Develop, maintain, and distribute customer-facing documentation, user guides, training materials, knowledge base articles, and support procedures.
• Identify recurring service issues and trends and recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.
• Coordinate cross-functional support efforts involving infrastructure, cybersecurity, networking, application, and business support teams.
• Support user acceptance activities, system implementations, upgrades, and technology rollouts by facilitating communication and end-user readiness efforts.
• Assist with reporting and metrics collection related to service delivery performance, customer satisfaction, and support operations.
• Participate in continuous improvement initiatives to optimize support processes and customer engagement practices.
• Other duties as assigned

• Bachelor's degree in Information Technology, Information Systems, Business Administration, Communications, or a related field.
• Minimum of five (5) years of experience in IT customer support, service delivery, help desk operations, technical account management, or a related role.
• Experience supporting enterprise applications, infrastructure services, and end-user technology environments.
• Experience utilizing Service Now or comparable IT service management platforms.
• Experience coordinating incident management, service requests, escalations, and customer…