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Koniag Government Services
Koniag Government Services
1,001 – 5,000 Employees
ConsultingDefenseGovernment
Koniag Government Services (KGS) is an Alaska Native Corporation serving the U.S. public sector through technical, professional, and operational expertise. Its work supports Defense and Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management. KGS combines people, technology, program management, and strategic partnerships to help government organizations advance mission-focused initiatives, with contracting approaches that can include Alaska Native Corporation direct awards.
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Tier I Customer Support Representative

Provide remote Tier I technical support to Koniag Government Services’ government customers. Troubleshoot and document issues, resolve routine problems, and escalate complex cases.

USUnited StatesRemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support
ServiceNow

Description

  • Handle customer questions and support requests by phone, email, chat, and ticketing system.
  • Troubleshoot basic to intermediate technical issues using established procedures.
  • Record customer interactions, troubleshooting steps, and resolutions in the ticketing system.
  • Refer complex problems to Tier II or Tier III support when needed.
  • Follow up with customers to confirm their issues are resolved and they are satisfied.
  • Track recurring problems and document them to inform product and service improvements.
  • Stay current on company products, services, and policies.
  • Help create and update knowledge base articles and support materials.
  • Meet or exceed targets for call handling, ticket resolution, and customer satisfaction.
  • Take part in training to strengthen technical knowledge and support skills.
  • Earn required technical certifications within the specified timeframes.
  • Support special projects assigned by management.
  • Communicate with customers professionally and courteously.

Requirements

  • High school diploma or GED.
  • 3–5 years of customer service or technical support experience.
  • Experience using help desk ticketing systems and remote support tools.
  • Experience supporting hardware, software, or IT services is preferred.
  • Willingness to earn an HDI Customer Service Representative Certification or equivalent within six months of starting.
  • Ability to obtain a Public Trust.
  • Strong customer service skills and the ability to explain technical information clearly to nontechnical users.
  • Basic knowledge of computer systems, networks, and common software applications.
  • Ability to troubleshoot Windows and/or Mac operating systems.
  • Experience with help desk or ticketing platforms such as ServiceNow, Jira, Zendesk, or similar tools.
  • Excellent verbal and written communication skills.
  • Ability to manage multiple tasks and priorities in a fast-paced setting.
  • Strong problem-solving skills and attention to detail.
  • Ability to follow established procedures and processes.
  • Basic knowledge of IT security best practices.
  • Proficiency with Microsoft Office.
  • Ability to work independently and collaboratively.
  • Patience and empathy when assisting frustrated customers.
  • Commitment to continued professional development and technical learning.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) retirement plan.
  • Paid time off.
  • Paid parental leave.
  • Life and disability insurance.
  • Flexible spending accounts.
  • Commuter benefits.
  • Tuition reimbursement.
  • Ongoing professional development and technical learning opportunities.

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