Customer Technical Support Representative 1 (SCA)

HS diploma, plus 2 years of customer service experience AA/AS or BA/BS, 1 year customer service experience Active Secret clearance Serve 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 in a high-tempo environment. Participate in a mandatory 24/7 rotating shift schedule that includes nights, weekends, holidays, and after-hours coverage. These shifts are a normal and required part of the role, ensuring uninterrupted support for GCC operations. Manage high-volume customer interactions across inbound/outbound calls, chats, email, and internal ticketing systems. This role requires composure, professionalism, and consistency in a fast-paced, repetitive, customer-facing environment. Create, modify, and elevate incidents/tickets, translating user requests into clear and logical formats for analysts and technical teams. Attention to detail and accuracy are critical. Route tickets in accordance with established procedures and documented workflows to ensure proper prioritization and escalation. Conduct quality assurance follow-up with customers/end users to confirm issue resolution and gather feedback for process improvement. Adhere to all documented processes, procedures, and mission-support standards required for operations within the GCC environment. Monitor and prioritize messages in group mailboxes, ensuring timely handling of high-priority or mission-sensitive communications. Maintain thorough, accurate, and clear shift logs to support seamless communication between shifts and ensure continuity of operations. Provide reporting or activity summaries as needed to support operational visibility and command-level oversight. Maintain a professional, respectful, and mission-focused demeanor when interacting with military, civilian, and contractor customers in a structured and high-demand operational setting. #J-18808-Ljbffr