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Role Description

The Customer Support Chat Specialist provides technical and functional support to military, civilian, and contractor personnel utilizing Department of Defense travel systems managed by the Defense Travel Management Office (DTMO). These roles support enterprise-level travel platforms including the Defense Travel System (DTS), Government Travel Charge Card (GTCC) programs, and associated financial management interfaces via online Chat.

• Ensure timely resolution of user issues related to authorizations, vouchers, travel policy compliance, system access, and account management.
• Maintain adherence to DoD cybersecurity and data protection standards.

Location: Remote. The selected candidate must be currently located in, or willing to relocate to, a state supported by Tripoint Solutions corporate offices: AL, AZ, CO, DC, DE, FL, GA, IL, IN, KS, LA, MD, MI, MN, MS, NC, NJ, OH, PA, SC, TN, TX, or VA. (No relocation assistance provided)

Clearance Requirements

• Active or eligible Secret U.S. Government Security Clearance

Key Responsibilities

• Customer Support & Incident Resolution
  • Serve as first point of contact for DTS and travel-related inquiries via phone, email, and ticketing systems.
  • Troubleshoot system access, CAC authentication, profile setup, routing lists, and document processing errors.
  • Resolve travel authorization and voucher submission issues.
  • Escalate complex functional or technical issues to Tier III support or system administrators as required.
  • Document incidents, service requests, and resolutions in accordance with ITIL best practices.
• Functional Support – Travel Policy & Compliance
  • Provide guidance on Joint Travel Regulations (JTR) policies.
  • Assist users with per diem calculations, entitlements, and reimbursement questions.
  • Support Government Travel Charge Card (GTCC) account-related inquiries.
  • Monitor and report on recurring user issues to identify systemic improvements.
• Systems & Technical Support
  • Support enterprise applications including:
    • Defense Travel System (DTS)
    • CAC / PKI authentication environments
    • DoD Enterprise Email / Microsoft 365
    • ServiceNow or equivalent ticketing platforms
  • Perform account provisioning and role management in accordance with RMF and cybersecurity policies.
  • Coordinate with cybersecurity teams to ensure compliance with DoD IA requirements.
• Reporting & Performance Metrics
  • Track SLA compliance and ticket resolution timelines.
  • Provide weekly/monthly reports on ticket volume, trends, and resolution metrics.
  • Identify opportunities to improve customer experience and reduce repeat incidents.

Qualifications

• Active Secret Clearance (or ability to obtain)
• 2+ years of Help Desk or Service Desk experience in a federal or DoD environment
• Experience supporting enterprise financial or travel systems
• Familiarity with:
  • Defense Travel System (DTS)
  • Joint Travel Regulations (JTR)
  • CAC/PKI authentication
  • ITSM ticketing systems (ServiceNow preferred)
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Ability to work in a fast-paced, mission-focused environment

Preferred Qualifications

• ITIL Foundation Certification
• CompTIA Security+ (or DoD 8570 compliant certification)
• Experience supporting large DoD user bases (10,000+ users)
• Prior experience as a Defense Travel Administrator (DTA)
• Understanding of DoD financial management processes

Benefits

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental Supplemental Insurance
• Paid time off (PTO)
• 11 paid holidays
• 401(k) Retirement Plan
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement