Tier 1 Customer Service Rep
Careers (External)
Req #: 7003
Type: Full-Time SCA
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Overview: GovCIO is currently hiring for Tier 1 Computer User Support to support our US Coast Guard IPSS contract needs. This position is located in St. Louis, MO and will be a full onsite position with some intermittent remote work. Responsibilities: Provide technical support: * Triage tickets, answer phone calls, and create tickets for customers' issues. Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk. Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems. Diagnose and resolve issues: * Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers. Handle support requests: * Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system. Escalate complex problems: * Report significant or recurring issues to higher-level support teams (Tier 2, Team Lead). Communicate with users: * Walk customers using our products or systems and provide follow-up communication to ensure resolution. Qualifications: Required Skills and Experience * High school diploma with 0-3 years (or commensurate experience) Technical Knowledge: * Proficiency in operating systems (Windows). * Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive. * Knowledge of troubleshooting Adobe issues. Knowledge of Microsoft Application Suite. * Knowledge of EDMS and Active Directory. Knowledge of Sharepoint. Problem-Solving: * Ability to diagnose and resolve Tier 0/1 issues efficiently. * Ability to follow previously defined troubleshooting processes. Communication: * Excellent verbal and written communication skills to explain technical issues clearly to non-technical users. Customer Service: * Patience and empathy to provide top-notch service and ensure customer satisfaction. Time Management: * Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs). * Ability to work independently and as part of a team. Clearance Required: Active Secret clearance is required to obtain and maintain USCG Public Trust Preferred Skills and Experience * Experience with SNOW and ticketing software is preferred.
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