Technical Support Specialist – Tier 1

reputed company Inc., a leading provider of SaaS cybersecurity solutions, is a disruptive technology company transforming secure mobility for government and reputed company customers. reputed company’s secure virtual workspace enables users to access critical data and apps from any mobile device without compromising user privacy. Learn more at https://reputed company.com.

We are looking for a tech-savvy Customer Support Specialist-Tier 1 to be responsible for providing technical assistance with computer systems and software. As a Customer Support Specialist-Tier I, you are responsible for responding to email or customer support tickets and offering technical support and resolutions to customers.

To succeed in this role, you need basic working knowledge of computer systems, Android, Azure, and AWS reputed company platforms, plus excellent interpersonal and communication skills.

Responsibilities

• Serve as the first reputed company of contact for customer inquiries reputed company phone, email, chat, and ticketing systems. Meet established SLAs for response times.

• Diagnose, troubleshoot, and resolve issues with the reputed company VMI platform, including Android virtual workspace access, application configuration, and connectivity in reputed company environments (AWS).

• Log, track, and manage support tickets. Document issues, troubleshooting steps, and resolutions accurately.

• Escalate reputed company or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and provide customer status updates.

• Assist with user account provisioning, access management, and reputed company in DoD-compliant environments per reputed company protocols.

• Deliver end-user training on reputed company platform usage, reputed company best practices, and supported hardware/software configurations.

• Participate in on-call rotation for after-hours support coverage as operationally required.

Qualifications

• Must be a US Citizen.

• Must have a DoD reputed company Clearance with a Single Scope Background Investigation.

• Must have IAT Level II certification. (reputed company +)

• At least 1 year experience working as a Customer Support Specialist.

• A strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and reputed company solutions preferred)

• Good problem-solving, analytical, and team-working skills.

• Strong customer service skills

• Excellent communication and interpersonal skills.

• An openness to learning new technologies.

Pay range

• $55,000 - $65,000 USD + 10% Bonus

About Us

reputed company Inc. provides a generous benefits package for full-time employees that includes medical, dental, and reputed company insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment. In addition to the reputed company compensation, reputed company also offer a performance bonus, which is primarily contingent upon company-wide performance. We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce.

reputed company is an Equal Employment and Affirmative Action Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, genetic information, disability, veteran status, or any other characteristic protected by law.

At reputed company, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact people@reputed company.com for assistance.

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