Tier I Customer Support Representative

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

📋 Description

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

• Analyze and resolve basic to intermediate technical issues following established protocols.

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

• Refer complex problems to the appropriate Tier II or Tier III support teams as necessary.

• Conduct follow-ups with customers to ensure their satisfaction and the complete resolution of their concerns.

• Recognize and document recurring issues to facilitate improvements in products and services.

• Keep updated on company products, services, and policies to deliver accurate information.

• Assist in creating knowledge base articles and support documentation.

• Achieve or surpass performance metrics related to call handling, ticket resolution, and customer satisfaction.

• Engage in training to enhance technical knowledge and support skills continuously.

• Obtain required technical certifications within designated timeframes.

• Support special projects as directed by management.

• Maintain a professional and courteous demeanor in all customer interactions.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• 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.

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

• Must be willing to achieve HDI Customer Service Representative Certification (or equivalent) within 6 months of employment.

• Strong customer service orientation with the capability to convey technical information clearly to non-technical users.

• Basic understanding of computer systems, networks, and common software applications is necessary.

• Proficiency in troubleshooting Windows and/or Mac operating systems is required.

• Experience with help desk or ticketing systems (ServiceNow, Jira, Zendesk, or similar) is needed.

• Exceptional verbal and written communication skills are essential.

• Ability to manage multiple tasks and prioritize in a fast-paced environment.

• Strong problem-solving abilities and attention to detail are critical.

• Capability to adhere to established processes and procedures is necessary.

• Basic understanding of IT security best practices is required.

• Proficiency in Microsoft Office Suite is essential.

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

• Patience and empathy when interacting with frustrated customers is crucial.

• Commitment to ongoing professional development and technical learning is expected.

• Experience in a call center or help desk setting is preferred.

• Familiarity with remote desktop support tools is advantageous.

• Experience with CRM software is beneficial.

• Background in supporting mobile devices and applications is a plus.

• Knowledge of DoD household goods (HHG) processes is preferred.

• Understanding of personal property entitlements is necessary.

• Expertise in DPS (Defense Personal Property System) module is required.

• Expertise in MilMove module is advantageous.

• Knowledge of VoIP systems and troubleshooting is beneficial.

• Bilingual capabilities are a plus.

• Experience working in a government contracting environment is preferred.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401(k) with company matching.

• Flexible spending accounts.

• Paid holidays.

• Three weeks of paid time off.

• More.