Customer Support Operations Specialist (6630)

As a Customer Support Operations Specialist, you’ll serve as the primary point of contact for managing user accounts and access permissions across federal contract environments. You’ll ensure access requests are handled accurately, efficiently, and in alignment with security policies while promoting a customer‑focused culture and supporting mission impact across the federal government.

At MetroStar we know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people, value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Champion customer experience by fostering a customer‑focused culture and ensuring every interaction delivers value
• Understand customer needs by learning customer access requirements and supporting them through the full request lifecycle
• Manage account provisioning by creating, updating, transferring, and removing user accounts in alignment with policy
• Oversee access permissions by managing security groups, SharePoint permissions, and access rights across systems
• Resolve access issues by monitoring requests, troubleshooting problems, and escalating recurring incidents
• Follow up with customers to ensure satisfaction and maximize use of contract products and services
• Improve processes by identifying gaps, recommending enhancements, and supporting team training
• Maintain accurate records to ensure timely documentation of requests, actions, and outcomes
• Support device and password needs by assisting with issuing passwords, mobile devices, and accessories
• Build trust through consistent communication, ownership, and high‑quality service delivery

What you’ll need to succeed:

• 3+ years of experience customer support and service delivery with a bachelor’s degree, or 1–2 years of specialized experience with a master’s degree
• Experience supporting customers in a service‑driven or call‑center environment
• Ability to manage user accounts, permissions, or access‑related workflows
• Strong communication skills with the ability to troubleshoot and escalate issues
• High attention to detail and commitment to accurate documentation
• Ability to contribute immediately with minimal ramp‑up

Hours

• Available for occasional evening or weekend support only when specifically required  
• Participate in a limited, scheduled on‑call rotation for rare after‑hours needs

SALARY RANGE: $64,400 – $73,600

The rate for this position is determined based on qualifications, skills, and relevant experience. The final hourly rate offered will be determined based on several factors including: 

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses