Customer Technical Support Representative 1 (SCA)

About this role

- 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 escalate incidents/tickets, translating user requests into clear and...