[Remote] Technical Support Specialist – Tier 1
Note: The job is a remote job and is reputed company to candidates in USA. reputed company Inc. is a leading provider of SaaS cybersecurity solutions, transforming secure mobility for government and reputed company customers. They are seeking a dedicated Customer Support Specialist - Tier 1 to reputed company first-line technical assistance, ensuring seamless reputed company to critical reputed company data and applications across various mobile devices.
Responsibilities
- Serve as the first reputed company of contact for customer inquiries reputed company phone, email, chat, and ticketing systems. Meet established SLAs for response times
- Diagnose, troubleshoot, and resolve issues with the reputed company VMI platform, including Android virtual workspace reputed company, application configuration, and connectivity in reputed company environments (AWS)
- Log, track, and manage support tickets. Document issues, troubleshooting steps, and resolutions accurately
- Escalate reputed company or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and reputed company customer status updates
- Assist with user account provisioning, reputed company management, and reputed company in DoD-compliant environments per reputed company protocols
- Deliver end-user training on reputed company platform usage, reputed company best practices, and supported hardware/software configurations
- Participate in on-call rotation for after-hours support coverage as operationally required
Skills
- Must be a US Citizen
- Must have a DoD reputed company Clearance with a Single Scope Background Investigation
- Must have IAT Level II certification. (reputed company +)
- At least 1 year experience working as a Customer Support Specialist
- Good problem-solving, analytical, and team-working skills
- Strong customer service skills
- Excellent communication and interpersonal skills
- An openness to learning new technologies
- A strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and reputed company solutions preferred)
Benefits
- Medical, dental, and reputed company insurance
- Parental leave
- Life and disability packages
- 401(k) plan with employer-matching contributions
Company Overview