Tier 1 Support Specialist

Job Summary

Participating in the SkillBridge Training Program, the remote Tier 1 Support Specialist will assist with customer support activities in ServiceNow and Zendesk, learning troubleshooting concepts and ensuring accurate documentation and issue routing.

Key Responsibilities

• Shadow Tier 1 support staff to learn workflows and assist with ticket intake and updates
• Follow documented procedures for common issues and prepare escalations to Tier 2 support
• Contribute to support documentation and maintain quality standards for ticket handling

Required Qualifications

• Active service member eligible for the SkillBridge program
• Basic understanding of customer support systems, preferably ServiceNow and Zendesk
• Familiarity with AWS concepts relevant to troubleshooting
• Ability to follow documented runbooks and standard operating procedures
• Interest in gaining hands-on experience in enterprise support operations