Remote Tier I Knowledge Center Agent (Junior)

Empower AI; United States; Remote; USD 57,000 - 83,000; Full time

Job summary

Empower AI is seeking a Knowledge Center Tier I Agent (Junior) to analyze and resolve support requests for a Department of War agency across toll-free, email, web form and chatbot. This largely remote role includes up to 10% travel and involves ticket creation in the Government ITSM system.

You will determine resolution paths, escalate when needed, and ensure privacy and accuracy of communications while handling high volumes of contacts. This is an entry point into Federal IT customer support.

Qualifications

• Bachelor's degree and 0 years of related experience (or equivalent).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance to start (TS/SCI eligibility later if required).
• Must be within investigation scope / Continuous Evaluation / Continuous Vetting.

Responsibilities

• Analyze inbound external-user requests via toll-free line, email, web form and chatbot; create accurate tickets.
• Determine resolution approach for Tier I issues and escalate when needed.
• Manage external-user communications and protect sensitive information per Privacy Act and CUI.
• Evaluate incidents across channels to assign priority and document resolutions for reuse.

Skills

Customer service

Problem solving

Communication skills

U.S. Citizenship

Security awareness

Education

Bachelor's degree

Job description

Empower AI is seeking a Knowledge Center Tier I Agent (Junior) to analyze and resolve support requests for a Department of War agency across toll-free, email, web form and chatbot. This largely remote role includes up to 10% travel and involves ticket creation in the Government ITSM system.

You will determine resolution paths, escalate when needed, and ensure privacy and accuracy of communications while handling high volumes of contacts. This is an entry point into Federal IT customer support.