Tier I Customer Support Representatives

Koniag Technology and Infrastructure Solutions, LLC is seeking Tier I Customer Support Representatives to support KTIS and government customers. The role involves providing customer service, troubleshooting technical issues, and maintaining documentation.

Location: United States

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.

Requirements

• Strong customer service skills.
• Technical aptitude.
• Excellent communication skills.

Benefits

• Health, dental, and vision insurance
• 401(k) with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks of paid time off