Tier I Customer Support Representatives – 3rd Shift (REMOTE)

Koniag Technology and Infrastructure Solutions, LLC (KTIS), a Koniag Government Services company, is seeking Tier I Customer Support Representatives to support KTIS and our government customers. This is a remote position requiring the ability to obtain a Public Trust clearance.

About the role

The Tier I Customer Support Representative serves as the first point of contact for technical support inquiries, troubleshooting and resolving basic technical issues to maintain customer satisfaction. This role supports third-shift operations with expected work hours between 10:00 PM and 8:00 AM EST.

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

• 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) within 6 months of employment.
• Ability to obtain a Public Trust clearance.

Skills

Required

• 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

• 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.

Schedule

Third-shift operations with expected work hours between 10:00 PM and 8:00 AM EST.