Support Specialist I

At Goldschmitt and Associates LLC (G&A), we’re not just another company—we’re a catalyst for innovation and impact, and we’re inviting passionate, forward-thinking individuals to join us on this journey. Recognized multiple times on the Inc 5000 list of the fastest-growing companies, G&A is a leader in tech transformation, consulting, and system modernization for some of the nation’s most important federal agencies.

Our culture is built on inclusivity, creativity, and collaboration. We offer flexible schedules, telework options, and an environment where your ideas truly matter. At G&A, you won’t just clock in—you’ll be solving real-world challenges and working on projects that make a difference in the lives of millions.

Joining our team means becoming part of a vibrant, connected community where innovation thrives, your voice is heard, and your impact is felt. Whether you’re a tech enthusiast, a strategic thinker, or a problem-solver, at G&A, you’ll have the opportunity to level up your career while making a real-world impact.

If you’re ready to be part of a company that values purpose as much as progress, G&A is the place for you!

Summary:

Goldschmitt and Associates is seeking Support Specialist I to assist customers with loan operations via the call center phone/operational system, respond to incoming calls and emails from customers, transfer calls to the appropriate department, and support order processing and order form compilation. The Support Specialist I is tasked with supporting more complex calls and requirements and will be required to support critical issues, determining when to be escalated to a Government person, and must be able to effectively communicate the situation to their supervisor or other management.

Job Duties and Responsibilities:

· Maintain Command Center

· Actively participate in training, and apply lessons learned in order to provide excellent customer service in accordance with SBA needs/scripts/guides etc. 

· Respond to incoming and complete outgoing calls and emails. 

· Acknowledge and respond to queue items.

· Capture information from user interviews to assist with call/email trending and other analytical capabilities. 

· Implement any sudden program changes with agility, speed, and accuracy.   

· Rapidly escalate issues to supervisor/management as appropriate. 

· Use call scripts, messaging/email templates, and desk guides. 

· Provide assistance in maintaining consistent and accurate reporting protocols. 

· Honestly and consistently follow all security protocols

· Validate information on documents with resources provided to ensure quality.

· Inquire and expand on questions pertaining to fraudulent trends

· Escalate issues to management to ensure security measures and quality are met.

· Provide the highest level of customer service to users by assessing phone calls and emails. -Provide empathy and support towards users.

· Additional duties as assigned

Minimum Qualifications:

· Possess 1-2 years of related experience

· Possess the ability to obtain and maintain a Public Trust clearance

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.

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