Tier I Customer Support Representative

🕒 6 days ago

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• 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

• 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. • 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. • 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, dental, and vision insurance • 401(k) with company matching • flexible spending accounts • paid holidays • three weeks of paid time off • more