Koniag Technology and Infrastructure Solutions, LLC is seeking Tier I Customer Support Representatives to support KTIS and government customers. The ideal candidates will have a passion for customer service, strong technical aptitude, and excellent communication skills.
Requirements
- 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.
Benefits
- Health, dental, and vision insurance
- 401(k) with company matching
- Flexible spending accounts
- Paid holidays
- Three weeks of paid time off