Tier 1 Support Technician Jobs

Descriptive Summary

Get ready to jump on board with the industry leader in the provision of wellness services to the military and veteran communities!

GTSC, a values-led, industry leader in telehealth, health communications and wellness staffing and services is searching for a Tier 1 Support Technician. This is a full-time, remote position available in select states*.

As the Tier 1 Support Technician, you will support the Military Community and Family Policy (MC&FP) Outreach and Digital Enterprise Services (MODES) contract by helping to resolve end-user issues or concerns regarding client-owned websites and applications.

Level up in your career and support the military community at GTSC.

Perform Daily Tasks For The Contract That Includes

• Provide a monthly summary of customer support metrics and topics
• Troubleshoot user issues through diagnostic techniques and pertinent questions
• Walk customer through problem-solving process and solution steps
• Resolve user problems with client-owned websites and applications
• Provide customer application expertise
• Develop and document business processes
• Escalate more difficult problems as appropriate
• Track all call and message activity
• Maintain a high level of courteous customer service at all times
• Analyze and identify trends in issue reporting and providing recommendations for preventive solutions
• Research difficult and complex problems

Skills In

• Tracking call progress and metrics.
• Managing call records.
• Using a ticketing system.

Ability To

• Provide sustained customer service in a fast-paced environment.
• Look for options and alternative options to help callers based on current resources.
• Talk to others to convey information effectively over the telephone.
• Navigate a knowledge base to locate appropriate answers to user's questions.

Perform other duties as requested.

• Work Ethic
• Conflict-resolution
• Adaptability
• Self-direction
• Effective communication skills

Customer Service

Engage, support and collaborate with other members of the team, the company and the customer. Relay available services and resources to meet customer needs, track progress of tickets and follow up as needed.

Communications

Express and present information to team members, managers and customers verbally and in writing. Apply the use of telecommunication equipment and computers to optimize information relay. Engage with the speaker or listener to formulate and suggest executable solutions.

Education And Work Experience

• Work Experience: Three to ten years of experience in a help desk or other technical customer service setting.
• Education: Bachelor's or Master's degree in computer science or related field.

Industry Knowledge

• Operation of telecommunications and ticketing systems.
• Principles and methods for offering products or services.
• Principles and processes for providing customer and personal services.
• Terms and concepts commonly expressed in the Armed Services and federal government.

Additional Requirements

• Network+ CE
• This is an IAT Level I position which requires one of the following certifications:
• This position is only open in the following states: AL, AZ, CA, CO, DC, FL, GA, ID, IL, MD, MI, MA, MN, NM, NC, ND, PA, RI, TX, UT, VA, and WV.
• A+ CE
• Generous vacation and holiday leave
• Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following:
• Health, dental, vision
• Group Life insurance
• Short-term and long-term disability Tuition assistance and/or professional development training
• Must be a U.S. citizen
• SSCP
• Must have an active government secret clearance
• CCNA-Security
• Flexible Spending Account (medical and dependent)
• 401(k)
• CND