Tier I Customer Support Representative – Part-time 2nd Shift

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

📋 Description

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

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

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

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

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

• Recognize and document recurring problems to assist in enhancing products and services.

• Stay informed about company products, services, and policies.

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

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

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

• Obtain necessary technical certifications within designated timeframes.

• Support special projects as assigned by management.

• Maintain a professional and courteous attitude when interacting with 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 essential.

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

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

• Ability to obtain a Public Trust is necessary.

• Strong customer service focus and capability to communicate technical information clearly to non-technical users.

• Basic knowledge of computer systems, networks, and common software applications.

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

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

• Excellent verbal and written communication skills are required.

• Ability to multitask and prioritize in a dynamic environment.

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

• Capability to adhere to established processes and procedures.

• Basic understanding of IT security best practices is required.

• Proficiency in Microsoft Office Suite is needed.

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

• Patience and empathy when addressing concerns from frustrated customers.

• Commitment to continuous professional development and technical learning is essential.

• Desired qualifications include call center or help desk experience; familiarity with remote desktop support tools; CRM software; mobile device and application support; knowledge of DoD household goods processes; personal property entitlements; DPS and MilMove modules; VoIP systems; bilingual skills; and experience in government contracting.

🏝️ 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.

• Comprehensive benefits package.