Tier I Customer Support Representatives

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