Note: The job is a remote job and is open to candidates in USA. Koniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, provides technical and operational solutions to government customers. The Tier I Customer Support Representative serves as the initial point of contact for technical support inquiries, troubleshoots and resolves technical issues, documents interactions, escalates complex problems, and supports customer satisfaction during third-shift operations.
Responsibilities
- Respond to customer inquiries and support requests via phone, email, chat, and ticketing systems
- Diagnose and resolve basic to intermediate technical problems according to established procedures
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system
- Escalate complex issues to appropriate Tier II or Tier III support teams when necessary
- Follow up with customers to ensure satisfaction and complete resolution of their issues
- Identify and document recurring issues to help improve products and services
- Maintain knowledge of company products, services, and policies to provide accurate information
- Contribute to the development of knowledge base articles and support documentation
- Meet or exceed performance metrics related to call handling, ticket resolution, and customer satisfaction
- Participate in training to continuously improve technical knowledge and support skills
- Complete required technical certifications within specified timeframes
- Assist with special projects as assigned by management
- Maintain a professional and courteous demeanor when interacting with all customers
Skills
- High School Diploma or GED required
- 3-5 years of experience in customer service or technical support
- Experience with help desk ticketing systems and remote support tools
- Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) certification within 6 months of employment
- Strong customer service orientation with the ability to communicate technical information clearly to non-technical users
- Basic understanding of computer systems, networks, and common software applications
- Proficiency in troubleshooting Windows and/or Mac operating systems
- Experience with help desk or ticketing systems (ServiceNow, Jira, Zendesk, or similar)
- Excellent verbal and written communication skills
- Ability to multi-task and prioritize in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Ability to follow established processes and procedures
- Basic knowledge of IT security best practices
- Proficiency with Microsoft Office Suite
- Ability to work independently and as part of a team
- Patience and empathy when dealing with frustrated customers
- Commitment to ongoing professional development and technical learning
- Ability to obtain a Public Trust
- Background in supporting hardware, software, or IT services preferred
- Experience in a call center or help desk environment
- Experience with remote desktop support tools
- Familiarity with CRM software
- Experience supporting mobile devices and applications
- Knowledge of DoD household goods (HHG) processes
- Understanding of personal property entitlements
- DPS (Defense Personal Property System) module expertise
- MilMove module expertise
- Knowledge of VoIP systems and troubleshooting
- Bilingual capabilities
- Experience working in a government contracting environment
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with company matching
- Flexible spending accounts
- Paid holidays
- Three weeks of paid time off
- This is a remote position
Company Overview
Company H1B Sponsorship