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.
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:
- Resolve user problems with client-owned websites and applications
- Troubleshoot user issues through diagnostic techniques and pertinent questions
- Walk customer through problem-solving process and solution steps
- Research difficult and complex problems
- Escalate more difficult problems as appropriate
- Track all call and message activity
- Provide customer application expertise
- Maintain a high level of courteous customer service at all times
- Develop and document business processes
- Provide a monthly summary of customer support metrics and topics
- Analyze and identify trends in issue reporting and providing recommendations for preventive solutions
Skills in:
- Tracking call progress and metrics.
- Managing call records.
- Using a ticketing system.
- Ability to:
- Talk to others to convey information effectively over the telephone.
- Look for options and alternative options to help callers based on current resources.
- Navigate a knowledge base to locate appropriate answers to user’s questions.
- Provide sustained customer service in a fast-paced environment.
- Perform other duties as requested.
- Effective communication skills
- Self-direction
- Conflict-resolution
- Adaptability
- Work Ethic
- 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:
- Education: Bachelor’s or Master’s degree in computer science or related field or Associates Degree with equivalent work experience in a help desk setting.
- Work Experience: Three to ten years of experience in a help desk or other technical customer service setting.
- Industry Knowledge:
- Principles and methods for offering products or services.
- Principles and processes for providing customer and personal services.
- Operation of telecommunications and ticketing systems.
- Terms and concepts commonly expressed in the Armed Services and federal government.
- Additional Requirements:
- Must be a U.S. citizen
- Must be able to obtain and maintain an active government Secret clearance
- This is an IAT Level I position which requires one of the following certifications:
- A+ CE
- CCNA-Security
- CND
- Network+ CE
- SSCP
- Benefits – We offer a comprehensive benefits package for Full-time Employees to include the following:
- Health, dental, vision
- Generous vacation and holiday leave
- Flexible Spending Account (medical and dependent)
- 401(k)
- Group Life insurance
- Short-term and long-term disability Tuition assistance and/or professional development training
- This position is only open in the following states: AL, AZ, CA, CO, CT DC, FL, GA, IA, ID, IL, MD, MI, MA, MN, NM, MO, MT, NC, ND, NJ, NV, NY, OH, PA, RI, TN, TX, UT, VA, and WA, WV.
- The Bowen Group provides support to federal government clients. Some of these clients may require our employees to be fully vaccinated for COVID-19. Therefore, by applying for this position, you understand that you may be required to disclose your vaccination status as a condition of employment.