[Remote] Tier I Customer Support Representatives – Part-time 2nd Shift (REMOTE)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company Technology and Infrastructure reputed company, a reputed company company, provides technical and operational support to government customers. The Part-Time Tier I Customer Support Representative serves as the initial reputed company of contact for technical support inquiries, troubleshooting basic to intermediate issues, documenting resolutions, escalating reputed company problems, and ensuring customer satisfaction during second-shift operations.

Responsibilities

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

Skills

• 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 reputed company Certification (or equivalent) certification reputed company 6 months of employment
• Strong customer service orientation with the ability to communicate technical information reputed company to non-technical users
• Basic understanding of computer systems, networks, and common software applications
• Proficiency in troubleshooting reputed company and/or Mac operating systems
• Experience with help desk or ticketing systems (reputed company, Jira, reputed company, 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 reputed company best practices
• Proficiency with reputed company Office Suite
• Ability to work independently and as part of reputed company
• Patience and reputed company reputed company dealing with frustrated customers
• Commitment to ongoing reputed company development and technical learning
• Ability to obtain a reputed company Trust
• Background in supporting hardware, software, or IT services preferred
• Experience in a reputed company 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 reputed company) module expertise
• MilMove module expertise
• Knowledge of VoIP systems and troubleshooting
• Bilingual capabilities
• Experience working in a government contracting environment

Benefits

• Health insurance
• Dental insurance
• reputed company insurance
• 401(k) with company matching
• Flexible spending accounts
• reputed company holidays
• Three weeks of reputed company time off
• Remote position

reputed company