Customer Technical Support Representative 1 (SCA)

About The Role

• Serve as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC).
• Provide accurate intake and initial triage for mission-critical issues in a high-tempo environment.
• Participate in a mandatory 24/7 rotating shift schedule (nights, weekends, holidays, after-hours).
• Manage high-volume customer interactions via inbound/outbound calls, chats, email, and internal ticketing systems.
• Maintain composure, professionalism, and consistency in a fast-paced, repetitive, customer-facing environment.
• Create, modify, and escalate incidents/tickets, translating user requests for analysts and technical teams.
• Route tickets according to established procedures and documented workflows for proper prioritization and escalation.
• Conduct quality assurance follow-up with customers/end users to confirm issue resolution and gather feedback.
• Adhere to all documented processes, procedures, and mission-support standards for GCC operations.
• Monitor and prioritize messages in group mailboxes for timely handling of high-priority or mission-sensitive communications.
• Maintain thorough, accurate, and clear shift logs for seamless communication and continuity of operations.
• Provide reporting or activity summaries as needed for operational visibility.
• Maintain a professional, respectful, and mission-focused demeanor with military, civilian, and contractor customers.

Requirements & Tech Stack

• HS diploma, plus 2 years of customer service experience
• OR AA/AS or BA/BS, plus 1 year customer service experience
• Active Secret clearance

Details

• Target Salary Range: $39,000 - $62,000
• Salary is determined by scope, responsibilities, experience, education, knowledge, skills, competencies, geographic location, and business/contract considerations.
• Employees may be eligible for overtime, shift differential, and a discretionary bonus.