Job Family:
Operational Effectiveness Consulting
Travel Required:
Clearance Required:
What You Will Do:
The Customer Support Specialist delivers first-line customer assistance by acknowledging, triaging, and resolving common service requests using approved workflows and knowledge base resources. This role escalates complex issues with detailed documentation and supports customer satisfaction surveys and feedback collection activities.
Provide first-line support across phone, email, chat, and other communication channels during weekend operations
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 handoffs
What You Will Need:
An ACTIVE and MAINTAINED "TOP SECRET" Federal or DOD security clearance
Bachelor’s degree
THREE (3) 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
What Would Be Nice To Have:
Experience supporting multi-channel 24/7 customer environments
Excellent verbal and written communication skills across diverse customer audiences
Ability to follow structured workflows while exercising sound judgment in escalation scenarios
Proven ability to manage multiple requests simultaneously in a fast-paced environment
Experience documenting interactions and using service management or ticketing tools
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 24/7 environments or secure operations
What We Offer:
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 PayDown
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
Mobility Stipend
About Guidehouse
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 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.