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 platforms.

• Identify and resolve basic to intermediate technical issues in accordance with established protocols.

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

• Refer complex problems to Tier II or Tier III support teams as needed.

• Follow up with customers to ensure their satisfaction and that issues are fully resolved.

• Recognize and record recurring issues to assist in enhancing products and services.

• Keep updated on company products, services, and policies.

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

• Meet or surpass metrics related to call management, ticket resolution, and customer satisfaction.

• Engage in training to enhance technical knowledge and support abilities.

• Achieve necessary technical certifications within designated timeframes.

• Support special projects as assigned by management.

• Maintain a professional and courteous attitude towards customers.

⛳️ 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 necessary.

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

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

• Capability to obtain a Public Trust clearance.

• Strong customer service mindset and ability to convey technical information in a clear manner 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 such as ServiceNow, Jira, Zendesk, or similar platforms.

• Excellent verbal and written communication abilities.

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

• Strong problem-solving capabilities and attention to detail.

• Ability to adhere to established processes and procedures.

• Basic knowledge of IT security best practices.

• Proficiency in Microsoft Office Suite.

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

• Patience and empathy when assisting frustrated customers.

• Dedication to ongoing professional growth and technical learning.

• Availability for 1st or 2nd shift, EST.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.