Operations Coordinator (Service Support)

TechFlow - Arlington, VA

Full-time

Arlington, VA

Professional, Scientific, and Technical Services

About the position

The Operations Coordinator at TechFlow Inc. plays a crucial role in supporting a high-profile government contract within the Platform Services division. This hands-on position is focused on maintaining customer satisfaction and fostering relationships between internal team members and external stakeholders. The ideal candidate will manage schedules, ensure data accuracy, and implement process improvements to enhance service delivery.

Responsibilities

• Communicates with multiple internal (program, corporate) and external (customer) stakeholders to identify requirements
• Facilitate customer satisfaction surveys and provide results to primary stakeholders
• Act as an internal escalation point for Service Support representatives
• Verify accuracy of data and provide analysis for metrics outside tolerance levels
• Review metrics reports for accuracy and distribute, as required
• Communicate with field personnel to train and assist with data entry
• Process manual ticket updates
• Uses established document and brief formats, assists in determining document needs of end users
• Track ongoing ticket updates and work status with Excel reports
• Support asset and user management within internal systems and platforms
• Provide testing for mobile & desktop program software
• Support radiation safety officer by reviewing and tracking radiation survey schedules and documents
• Provide on-call support on weekends/holidays

Requirements

• Bachelor's degree
• 2 years of experience in operations support
• Ability to work weekends and holidays on a need basis
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Teams)
• Excellent customer service skills
• Problem-solving and critical thinking skills combined with situational awareness and adaptability in the face of challenging circumstances
• Strong attention to detail
• Ability to obtain and retain a Public Trust clearance

Benefits

• Employee stock ownership plan (ESOP)
• 401k plan with Roth option
• Eligibility for an employer match
• Immediate vesting
• Paid time off
• 11 paid holidays per year
• Comprehensive medical, dental, and vision plans
• Company-paid Life & AD&D insurance plan
• Employee Assistance Program
• Wellness Resources
• Company-paid training and development program
• Voluntary benefits including Life & AD&D Insurance for employee, spouse, and children
• Short-term and long-term disability
• Legal Shield and Identity Theft protection plans
• Pet Insurance