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Tier I Customer Support Representative

Koniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking Tier I Customer Support Representatives to support KTIS and our government customers. This position supports third-shift operations, with expected work hours between 10:00 PM and 8:00 AM EST. This position requires the candidate to be able to obtain a Public Trust. This is a remote position.

We offer competitive compensation and an extraordinary benefits package, including health, dental, and vision insurance, 401(k) with company matching, flexible spending accounts, paid holidays, three weeks of paid time off, and more.

Koniag Technology & Infrastructure Solutions (KTIS) is seeking dedicated Tier I Customer Support Representatives to join our technical support team. The ideal candidates will have a passion for customer service, strong technical aptitude, and excellent communication skills. As the first point of contact for our clients, these individuals will play a crucial role in maintaining customer satisfaction and resolving technical issues efficiently.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• 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.

Education and Experience:

• 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.
• Background in supporting hardware, software, or IT services preferred.
• Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) certification within 6 months of employment.

Required Skills and Competencies:

• 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.

Desired Skills and Competencies:

• 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.

Security Requirement:

• Ability to obtain a Public Trust.

Our Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.