Remote Tier I Tech Support Specialist

Koniag Government Services; United States; Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Technology & Infrastructure Solutions (KTIS), a Koniag Government Services company, is seeking Tier I Customer Support Representatives to support KTIS and government customers. This remote role requires the ability to obtain a Public Trust and offers comprehensive benefits, including health, retirement, and PTO.

As the first point of contact, you will troubleshoot basic issues, document interactions, and escalate complex problems while ensuring high customer satisfaction.

Qualifications

• High School Diploma or GED required.
• 3-5 years of experience in customer service or technical support.
• Experience with help desk ticketing systems and remote support tools.
• Background in supporting hardware, software, or IT services preferred.
• Must be willing to obtain HDI Customer Service Representative Certification within 6 months.

Responsibilities

• Respond to customer inquiries and support requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve basic to intermediate technical problems according to established procedures.
• Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex issues to Tier II or Tier III support teams when necessary.
• Follow up with customers to ensure satisfaction and complete resolution of their issues.
• Identify and document recurring issues to help improve products and services.
• Maintain knowledge of company products, services, and policies to provide accurate information.
• Contribute to the development of knowledge base articles and support documentation.
• Meet or exceed performance metrics related to call handling, ticket resolution, and customer satisfaction.
• Participate in training to continuously improve technical knowledge and support skills.
• Complete required technical certifications within specified timeframes.
• Assist with special projects as assigned by management.
• Maintain a professional and courteous demeanor when interacting with all customers.

Skills

Strong customer service orientation

Clear communication to non-technical

Patience and empathy

Teamwork and independence

Problem-solving

Education

High School Diploma or GED

Tools

ServiceNow

Jira

Zendesk

Remote support tools

Job description

Koniag Technology & Infrastructure Solutions (KTIS), a Koniag Government Services company, is seeking Tier I Customer Support Representatives to support KTIS and government customers. This remote role requires the ability to obtain a Public Trust and offers comprehensive benefits, including health, retirement, and PTO.

As the first point of contact, you will troubleshoot basic issues, document interactions, and escalate complex problems while ensuring high customer satisfaction.