Customer Support Representative

7 days ago


Westwood, Kansas, United States NTI Full time

At NTI, Inc., we are dedicated to providing opportunities for individuals with disabilities and their caregivers to thrive in the workforce. We are seeking a Customer Support Representative to join our Federal Service Desk Contact Center team.

About the Role

This role is an excellent opportunity for individuals who enjoy working in a fast-paced contact center environment and have a passion for delivering exceptional customer service. As a Customer Support Representative, you will be responsible for providing troubleshooting support to users of the Integrated Award Environment (IAE) via phone, chat, or webform submission.

You will work closely with a team of experienced professionals to resolve complex technical issues and provide world-class customer experiences. This is a remote position, offering flexibility and autonomy, while also requiring strong communication and problem-solving skills.

What You'll Do
  • Use provided systems and knowledge base to answer call center help desk tickets/cases not already resolved by automated customer response systems.
  • Meet IAE customer service goals by providing seamless support/assistance to customers, as measured through program metrics.
  • Create a world-class customer experience for users seeking to do business with the government.
  • Evaluate and escalate incidents to higher levels or groups per guidance when necessary.
Requirements
  • Must be able to pass a federal background check.
  • High school diploma or equivalent required.
  • Typing speed of at least 30 words per minute.
  • Excellent computer skills, including the ability to analyze and troubleshoot common computer and technology issues.
  • Strong attention to detail, ability to multi-task, and prioritize tasks effectively.
  • Professional communication skills, both written and verbal.
Benefits

We offer a competitive salary of $17.75 per hour, commensurate with the wage scale for your specific location. In addition to a comprehensive benefits package, you will receive paid training, which begins with virtual classroom sessions Monday through Friday from 12 PM to 4 PM for six weeks. Our team culture values empathy, patience, and cooperation, making it an ideal environment for those who enjoy helping others.

We strive to create a diverse and inclusive workplace that supports the needs of our employees. If you are passionate about delivering exceptional customer service and have a strong desire to make a difference, we encourage you to apply for this exciting opportunity.



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