Tier I Customer Support Representative – 3rd Shift

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🔥 2 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• Serve as the initial point of contact for technical support inquiries • 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 customer interactions, troubleshooting steps, and resolutions in the ticketing system • Escalate complex issues to Tier II or Tier III support teams when necessary • Follow up with customers to ensure satisfaction and complete resolution • Identify and document recurring issues to improve products and services • Maintain knowledge of company products, services, and policies • Contribute to knowledge base articles and support documentation • Meet or exceed call handling, ticket resolution, and customer satisfaction metrics • Participate in training and complete required technical certifications • Assist with special projects as assigned by management • Maintain a professional and courteous demeanor with 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 supporting hardware, software, or IT services preferred • Willingness to obtain HDI Customer Service Representative Certification or equivalent within 6 months of employment • Ability to obtain a Public Trust • Strong customer service orientation and ability to communicate technical information clearly to non-technical users • Basic understanding of computer systems, networks, and common software applications • Proficiency troubleshooting Windows and/or Mac operating systems • Experience with help desk or ticketing systems such as ServiceNow, Jira, Zendesk, or similar • Excellent verbal and written communication skills • Ability to multitask 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 • Commitment to ongoing professional development and technical learning • Third-shift availability between 10:00 PM and 8:00 AM EST

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • 401(k) with company matching • Flexible spending accounts • Paid holidays • Three weeks of paid time off • Competitive compensation • Professional development and technical learning opportunities