Technical Support Agent-Level 1

Level 1 Customer Support Specialist

Global TekMed Holdings is an industry-leading organization that utilizes innovative technology and exceptional service to simplify and enhance complex business processes. By serving as a reliable partner and providing exceptional customer service, we help customers navigate complex processes through clear guidance, efficient workflows, and responsive support. We are honored to partner with Veteran-focused businesses and clients to enhance their lives and autonomy.

We are looking for a service-oriented and highly organized Level 1 Customer Support Specialist to support our customers and day-to-day support operations. This role is ideal for someone who enjoys helping customers, providing clear guidance, answering questions, and creating documentation that makes products and processes easier to understand. The Level 1 Customer Support Specialist will serve as a primary point of contact for customers using our web-based applications. The position will focus on assisting customers with application navigation, answering product and process-related questions, providing step-by-step guidance, and ensuring customers receive timely and professional support. The role will also assist with basic technical troubleshooting when needed, such as login, browser, account access, or application functionality issues. More complex technical issues will be documented and escalated to the appropriate internal team. A key part of this position will be helping create and maintain customer-facing documentation, including knowledge base articles, user guides, FAQs, step-by-step instructions, and other support resources. The Level 1 Customer Support Specialist will report to the Support Manager.

Supervisory Responsibilities

• None

Essential Duties & Responsibilities

• Provide professional and responsive customer support through phone, email, chat, and ticketing systems.
• Serve as a primary point of contact for customer questions regarding applications, services, processes, and general account needs.
• Guide customers through application workflows and provide clear, step-by-step assistance when needed.
• Help customers understand processes, requirements, next steps, and available resources.
• Assist customers with basic troubleshooting related to login issues, account access, browsers, application navigation, and general functionality.
• Recognize issues requiring additional technical assistance and escalate them to the appropriate internal team.
• Document, track, and manage customer inquiries and support requests to ensure accurate records and timely follow-up.
• Follow up with customers to confirm questions or issues have been addressed and identify any additional assistance needed.
• Create and maintain customer-facing documentation, including knowledge base articles, FAQs, user guides, how-to articles, and step-by-step instructions.
• Review existing support documentation and recommend updates to improve clarity, accuracy, and ease of use.
• Identify frequently asked questions, recurring customer concerns, and areas where additional documentation or customer education may be beneficial.
• Assist with testing application updates, new features, and customer workflows from a user and support perspective.
• Communicate customer feedback, recurring concerns, and support trends to the appropriate internal teams.
• Collaborate with technical, operations, and management teams to help improve the overall customer experience.
• Maintain confidentiality and adhere to company security, privacy, and customer service standards.
• Perform other duties as assigned.

Knowledge, Skills, & Abilities

• Strong customer service skills with a focus on providing a positive and helpful customer experience.
• Excellent written and verbal communication skills.
• Ability to explain processes and instructions clearly to customers with varying levels of technical experience.
• Strong interpersonal skills with the ability to remain patient, professional, and empathetic when assisting customers.
• Strong organizational and time-management skills with the ability to manage multiple customer requests simultaneously.
• Ability to document customer interactions, issues, resolutions, and follow-up accurately.
• Strong writing skills with the ability to create clear, easy-to-follow customer documentation and instructions.
• Ability to learn new applications, workflows, and business processes quickly.
• Comfortable working with web-based applications and providing basic troubleshooting when necessary.
• Familiarity with common browser, login, account access, and application navigation issues.
• Working knowledge of ticketing and customer support systems such as Zoho Desk or similar platforms.
• Strong problem-solving skills with the ability to assess customer needs and determine appropriate next steps.
• Ability to identify when an issue requires escalation to a technical or management team.
• Collaborative mindset with the ability to work effectively across departments.

Education & Experience

• 13 years of experience in customer service, customer support, application support, or a related role preferred.
• Experience supporting customers through phone, email, chat, or ticketing systems preferred.
• Experience working with SaaS platforms, web-based applications, or technology-driven environments preferred.
• Experience supporting both internal users and external customers is preferred.
• Familiarity with B2C customer support environments is a plus.
• Experience creating knowledge base articles, user guides, FAQs, how-to documentation, or other customer support materials is highly preferred.
• Basic technical troubleshooting experience is preferred but is not the primary focus of this position.

Physical Requirements & Work Environment

• Prolonged periods of standing or sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401(k) Plan
• Medical Insurance
• Paid Holidays
• Paid Time Off
• Private Gym

We are an Equal Opportunity Employer Global TekMed Companies (GTM) is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, marital status, veteran status, or any other applicable legally protected status or characteristic.