Tier I Customer Support Representative – 3rd Shift

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the primary contact for technical support inquiries.

• Address customer questions and support requests through phone, email, chat, and ticketing systems.

• Identify and resolve basic to intermediate technical issues following established guidelines.

• Record customer interactions, troubleshooting actions, and solutions in the ticketing system.

• Refer complex problems to Tier II or Tier III support teams when necessary.

• Follow up with customers to ensure satisfaction and complete resolution of issues.

• Recognize and document recurring problems to enhance products and services.

• Stay informed about the company's products, services, and policies.

• Contribute to the development of knowledge base articles and support documentation.

• Achieve or surpass call handling, ticket resolution, and customer satisfaction benchmarks.

• Engage in training and complete necessary technical certifications.

• Assist with special projects as directed by management.

• Maintain a professional and courteous demeanor when interacting with customers.

⛳️ Requirements

• High School Diploma or GED is a must.

• 3–5 years of experience in customer service or technical support is required.

• Familiarity with help desk ticketing systems and remote support tools is essential.

• Experience in supporting hardware, software, or IT services is preferred.

• Willingness to obtain an HDI Customer Service Representative Certification or equivalent within 6 months of hire.

• Capability to obtain a Public Trust clearance.

• Strong customer service skills and the ability to convey technical information clearly to non-technical users.

• Basic understanding of computer systems, networks, and popular software applications.

• Proficient in troubleshooting Windows and/or Mac operating systems.

• Experience with help desk or ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.

• Excellent verbal and written communication abilities.

• Capacity to multitask and prioritize effectively in a fast-paced environment.

• Strong problem-solving aptitude and meticulous attention to detail.

• Ability to adhere to established processes and procedures.

• Basic knowledge of IT security best practices.

• Proficient in Microsoft Office Suite.

• Ability to work autonomously as well as collaboratively within a team.

• Commitment to continuous professional development and technical learning.

• Availability for third-shift hours between 10:00 PM and 8:00 AM EST.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan with company matching.

• Flexible spending accounts.

• Paid holidays.

• Three weeks of paid time off.

• Competitive salary.

• Opportunities for professional development and technical learning.