Customer Technical Support Representative 1 (SCA)
About The Position
The Customer Technical Support Representative 1 serves as the first point of contact for Tier 3 requests escalated to the Global Cyber Center (GCC), providing accurate intake and initial triage for mission-critical issues. The position supports GCC operations in a high-tempo, structured environment and requires a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage. The role manages high-volume customer interactions through calls, chats, email, and internal ticketing systems. It involves creating, modifying, and escalating tickets; routing them according to documented procedures; following up with customers to confirm resolution; monitoring group mailboxes; and maintaining clear shift logs and activity summaries. The representative is expected to follow GCC processes and mission-support standards and maintain a professional, respectful, mission-focused demeanor with military, civilian, and contractor customers.
Requirements
- High school diploma and 2 years of customer service experience, or an AA/AS or BA/BS and 1 year of customer service experience.
- Active Secret clearance.
Responsibilities
- Serve as the first point of contact for Tier 3 requests escalated to the GCC, providing accurate intake and initial triage.
- Participate in a mandatory 24/7 rotating shift schedule, including nights, weekends, holidays, and after-hours coverage.
- Manage high-volume inbound and outbound calls, chats, email, and internal ticketing interactions.
- Create, modify, and escalate incidents and tickets, translating user requests into clear, logical formats for analysts and technical teams.
- Route tickets according to established procedures and documented workflows for prioritization and escalation.
- Conduct quality assurance follow-up with customers and end users to confirm issue resolution and gather feedback.
- Adhere to documented processes, procedures, and mission-support standards for GCC operations.
- Monitor and prioritize group mailbox messages, ensuring timely handling of high-priority or mission-sensitive communications.
- Maintain thorough, accurate shift logs to support communication between shifts and continuity of operations.
- Provide reporting or activity summaries as needed for operational visibility and command-level oversight.
- Maintain a professional, respectful, and mission-focused demeanor with military, civilian, and contractor customers.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
