Role Description Koniag Technology & Infrastructure Solutions (KTIS) is seeking dedicated Tier I Customer Support Representatives to join our technical support team. The ideal candidates will have a passion for customer service, strong technical aptitude, and excellent communication skills. As the first point of contact for our clients, these individuals will play a crucial role in maintaining customer satisfaction and resolving technical issues efficiently. - Respond to customer inquiries and support requests via phone, email, chat, and ticketing systems. - Diagnose and resolve basic to intermediate technical problems according to established procedures. - Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system. - Escalate complex issues to appropriate Tier II or Tier III support teams when necessary. - Follow up with customers to ensure satisfaction and complete resolution of their issues. - Identify and document recurring issues to help improve products and services. - Maintain knowledge of company products, services, and policies to provide accurate information. - Contribute to the development of knowledge base articles and support documentation. - Meet or exceed performance metrics related to call handling, ticket resolution, and customer satisfaction. - Participate in training to continuously improve technical knowledge and support skills. - Complete required technical certifications within specified timeframes. - Assist with special projects as assigned by management. - Maintain a professional and courteous demeanor when interacting with all customers. Qualifications - High School Diploma or GED required. - 3-5 years of experience in customer service or technical support. - Experience with help desk ticketing systems and remote support tools. - Background in supporting hardware, software, or IT services preferred. - Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) certification within 6 months of employment. Requirements - Strong customer service orientation with the ability to communicate technical information clearly to non-technical users. - Basic understanding of computer systems, networks, and common software applications. - Proficiency in troubleshooting Windows and/or Mac operating systems. - Experience with help desk or ticketing systems (ServiceNow, Jira, Zendesk, or similar). - Excellent verbal and written communication skills. - Ability to multi-task and prioritize in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Ability to follow established processes and procedures. - Basic knowledge of IT security best practices. - Proficiency with Microsoft Office Suite. - Ability to work independently and as part of a team. - Patience and empathy when dealing with frustrated customers. - Commitment to ongoing professional development and technical learning. Desired Skills and Competencies - Experience in a call center or help desk environment. - Experience with remote desktop support tools. - Familiarity with CRM software. - Experience supporting mobile devices and applications. - Knowledge of DoD household goods (HHG) processes. - Understanding of personal property entitlements. - DPS (Defense Personal Property System) module expertise. - MilMove module expertise. - Knowledge of VoIP systems and troubleshooting. - Bilingual capabilities. - Experience working in a government contracting environment. Security Requirement - Ability to obtain a Public Trust. Benefits - Competitive compensation. - Extraordinary benefits package, including health, dental, and vision insurance. - 401(k) with company matching. - Flexible spending accounts. - Paid holidays. - Three weeks of paid time off. - And more.

• Assigns incoming orders to qualified independent inspection companies. • Monitors the status of orders, taking action as needed with stakeholders to ensure the timely completion of progress inspection orders. • Provides updates to clients and interacts with inspectors, as needed, through order delivery. • Meets quality and service level standards, and productivity targets. • Consistently follows up on issues through resolution to the satisfaction of stakeholders. • Responsible for maintaining a positive client and vendor experience. • Ability to quickly identify and escalate issues when necessary • Use Land Gorilla’s proprietary software to manage steps in the workflow. • Assists with recruiting new inspectors

• Recibir y gestionar las PQRS de nuestros clientes o interesados, priorizando una experiencia humana y de alta calidad. • Trabajar en función de cumplir los KPIs propuestos • Brindar atención de calidad al cliente, cuidando de nuestra escritura, tono de voz. • Resolvemos de manera atenta y oportuna las peticiones, quejas, reclamos, solicitudes y dudas de los comercios. • Buscamos la máxima satisfacción del cliente durante la interacción y la resolución de cada caso. • Protegemos la información comercial y personal de los comercios antes, durante y después de la interacción. • Brindamos atención personalizada a los comercios con respecto a los servicios ofrecidos por Bold. • Hacemos seguimiento de casos inusuales o que requieren de un acompañamiento especial. • Trabajamos de la mano con Operations y TechSupport. • Identificamos oportunidades de mejora en los servicios y procesos internos de Bold y los comunicamos a nuestros líderes.

• Providing outstanding customer service by listening carefully to their concerns, empathizing with their needs, and offering solutions that aim for one-call resolutions. • Supporting customers in creating new accounts and addressing any issues. • Guiding customers in choosing the right service provider for their needs. • Collaborating effectively with customers, fellow agents, and other departments to solve problems quickly. • Staying up to speed with the latest products, services, and offerings to better support customers. • Effectively navigating and adapting to a wide range of customer personalities. • Proactively communicating and collaborating with other teams when customer issues require escalation. • Taking a proactive role in identifying and implementing ways to improve customer satisfaction and loyalty.