Customer Advocate supporting post-migration operations for a Defense Intelligence Agency program, serving as the critical liaison between government customers, end users, and technical teams to ensure seamless service delivery and rapid issue resolution.
What you'll do
- Serve as primary liaison between end users, government customer, and technical teams, ensuring user issues are understood, routed, and resolved quickly and correctly
- Manage and track support tickets through resolution with full status visibility to stakeholders and closure confirmation with affected users
- Lead escalation management and stakeholder coordination to drive cross-team responses to high-priority and at-risk issues
- Execute defined support processes and collect customer feedback to identify service improvement recommendations
- Ensure seamless customer experience through and beyond the migration phase
Mission
This role directly supports a high-priority Defense Intelligence Agency (DIA) program focused on organizational migration operations. The position is essential to ensuring migrated organizations experience continuity and improved service quality during and after their transition to new systems and infrastructure.
Required skills
- Customer service and relationship management
- Technical liaison and translation
- Escalation management
- Stakeholder coordination
- Support ticket management and tracking
- Issue resolution and problem-solving
- Cross-team communication
- Process execution and documentation