Koniag Government Services · 16 hours ago
Tier I Customer Support Representatives (REMOTE)
United States
Full-time
Remote
Mid Level
3+ years expKoniag Government Services is seeking Tier I Customer Support Representatives to support KTIS and our government customers. The role involves serving as the initial point of contact for technical support inquiries, troubleshooting basic technical issues, and ensuring customer satisfaction.
EnterpriseGovernmentProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
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 appropriate 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
Qualification
Required
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
Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) certification within 6 months of employment
Strong customer service orientation with the ability to communicate technical information clearly 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 (ServiceNow, Jira, Zendesk, or similar)
Excellent verbal and written communication skills
Ability to multi-task and prioritize in a fast-paced environment
Strong problem-solving skills and attention to detail
Ability to follow established processes and procedures
Basic knowledge of IT security best practices
Proficiency with Microsoft Office Suite
Ability to work independently and as part of a team
Patience and empathy when dealing with frustrated customers
Commitment to ongoing professional development and technical learning
Ability to obtain a Public Trust
Preferred
Background in supporting hardware, software, or IT services preferred
Experience in a call center or help desk environment
Experience with remote desktop support tools
Familiarity with CRM software
Experience supporting mobile devices and applications
Knowledge of DoD household goods (HHG) processes
Understanding of personal property entitlements
DPS (Defense Personal Property System) module expertise
MilMove module expertise
Knowledge of VoIP systems and troubleshooting
Bilingual capabilities
Experience working in a government contracting environment
Benefits
Health, dental, and vision insurance
401(k) with company matching
Flexible spending accounts
Paid holidays
Three weeks of paid time off
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
Recent News
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