Customer Support Specialist

About the Organization

Now is a great time to join Redhorse Corporation. Redhorse specializes in developing and implementing creative strategies and solutions with private, state, and federal customers in the areas of cultural and environmental resources services, climate and energy change, information technology, and intelligence services. We are hiring creative, motivated, and talented people with a passion for doing what's right, what's smart, and what works.

About the Role

As an OSINT Customer Support Specialist at Redhorse, you will be at the forefront of Open Source Intelligence (OSINT) strategy and innovation within the Intelligence Community (IC). This pivotal role supports our Sponsor’s oversight of IC open-source resources, ensuring alignment of OSINT collection and analytic efforts with national intelligence priorities. You will deliver high-quality, mission-focused user assistance to IC stakeholders who rely on OSINT capabilities, ensuring timely, knowledgeable, and secure support for accessing, navigating, and leveraging OSINT platforms, tools, and services. You will also drive adoption of OSINT resources by providing troubleshooting, feedback collection, and interfacing with technical and mission teams. This is an exceptional opportunity to be part of a program pioneering advanced technology in the IC and shaping the future of OSINT intelligence gathering and analytic capability.

• Serve as the primary point of contact for the IC on matters related to feedback, access, and technical needs of the Sponsor’s IC-facing tools and systems.
• Respond to user inquiries, requests, and issues, ensuring all correspondence is thoroughly documented and tracked in designated systems.
• Accurately capture and document IC user needs and requirements, routing them to the responsible Sponsor stakeholders for action and awareness.
• Provide clear and concise documentation of IC user requests, responses, and activities to drive effective resolution.
• Troubleshoot and resolve customer issues related to OSINT platforms, tools, and services.
• Collect user feedback and identify areas for improvement in OSINT resources.
• Collaborate with technical and mission teams to address user needs and enhance OSINT capabilities.

• Exceptional customer service skills, including timely and professional responses to user inquiries, requests, and issues.
• Strong problem-solving and analytical skills, with the ability to effectively troubleshoot and resolve customer issues.
• Experience documenting and keeping records of customer interactions.
• Strong teamwork skills, with the ability to work effectively with colleagues and stakeholders to resolve technical issues and capture user needs and requirements.
• Experience supporting IC customers.
• TS/SCI ISSA Clearance is required. Work is based in Chantilly, Virginia.
• Minimum of 3 years of experience in a customer support or related role.

Equal Opportunity Employer/Veterans/Disabled 

Accommodations:

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Talent Acquisition at [email protected]

Redhorse Corporation shall, in its discretion, modify or adjust the position to meet Redhorse’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in Redhorse’s sole discretion.