Provide advanced Tier 4 application support for enterprise applications supporting a federal government customer, focusing on resolving escalated technical issues and analyzing application and data-related problems.
Responsibilities
Provide advanced Tier 4 application support, responding to technical issues and service tickets escalated through lower levels of Help Desk or Service Desk support
Investigate, analyze, and troubleshoot complex application issues to identify root causes and recommend appropriate solutions
Serve as a liaison between operations, client stakeholders, and engineering/development teams to facilitate issue resolution
Communicate technical information, application functionality, and proposed solutions clearly to customers and internal teams
Escalate unresolved or ongoing technical issues to the appropriate engineering support teams
Review, analyze, and process all incoming dispute documentation and general correspondence and assign the correct work case type classification.
Responsibilities
Processing various documents received from multiple sources and performing extensive research to ensure accurate routing
Processing in various work queues within association platform and preparing documents for scanning and distribution
Evaluating and analyzing incoming cardholder correspondence and supporting documentation on dispute cases for completeness and identifying classification
Requesting additional information from the cardholder when necessary
Analyzing and offering process changes to workflow to support company efficiency strategies and goals
Requirements
High School Diploma or GED
Nice to have: Customer service
Nice to have: Credit card fraud dispute experience
Provide administrative, procurement, and contractual compliance support to the Business Development Administrator within the Small Business Utilization division.
Responsibilities
Coordinate and participate in pre-proposal and kick-off conferences to communicate Small Business Enterprise (SBE) requirements to bidders
Interact with consultants, vendors, service providers, and internal departments regarding procurement documents, procedures, and selection criteria
Assist with developing award criteria, professional services contract negotiations, and resolving contractor, subcontractor, and vendor conflicts
Monitor consultant and vendor performance through compliance reviews, inspections, site monitoring, utilization reporting, and verification of contractual obligations and payments
Develop and maintain procedures, databases, tracking systems, and contract administration records
Requirements
Associate degree or currently pursuing a degree in Business Administration, Public Administration, Finance, Accounting, or a related field
Nice to have: Government procurement
Nice to have: B2Gnow compliance system
Nice to have: SBE utilization knowledge
Nice to have: Federal, State, and County procurement regulations knowledge