Technical Support Agent-Level 1

Technical Support Agent-Level 1 Chula Vista, CA Job Details $19 - $24 an hour 1 day ago Benefits Paid holidays Health insurance 401(k) Paid time off Qualifications Live chat Phone communication Process improvement Mid-level Help files Customer support ticket management Software documentation Organizational skills Web applications Customer support Systems & applications support 1 year Zoho SaaS Cross-functional collaboration Escalation handling Communication skills Developing technical user guides Cross-functional communication B2C business model Full Job Description

COMPANY OVERVIEW

Global TekMed Holdings is an industry-leading organization that utilizes innovative technology and exceptional service to simplify and enhance complex business processes. Acting as a reliable partner by providing exceptional customer service allows us to navigate complex procedures through efficient process definition, implementation and execution. We are honored to partner with Veteran focused businesses and clients to enhance their lives and autonomy.

POSITION OVERVIEW

We are looking for a service-oriented and technically capable Level 1 Technical Support Agent to support our help desk operations. This role is ideal for someone with experience providing front-line technical support, troubleshooting common issues, and delivering excellent service in a web-based application environment. The Level 1 Technical Support Agent will report to the Support Manager and will oversee the day-to-day operations of the support desk, ensuring timely and high-quality responses to customer inquiries, incidents, and service requests.

SUPERVISORY RESPONSIBILITIES

None

ESSENTIAL DUTIES & RESPONSIBILITIES

Provide first-level technical support to internal teams and external customers through phone, email, chat, and ticketing systems. Troubleshoot and resolve common issues related to web applications, user accounts, system access, permissions, browsers, and general functionality Document, track, and manage support requests, ensuring accurate records and timely follow-up Escalate high-priority, unresolved, or complex issues to the appropriate internal teams Assist users with application navigation, general questions, and basic technical guidance Contribute to knowledge base content, user documentation, and support process improvements Identify recurring issues and assist with testing updates, enhancements, and workflows Maintain confidentiality and adhere to company security and privacy standards Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

Strong customer service and communication skills (written and verbal) Ability to troubleshoot and resolve basic technical issues in a fast-paced environment Familiarity with web applications and core concepts (browsers, accounts, permissions, navigation) Experience supporting both internal users and external customers with professionalism Strong organizational skills with the ability to manage multiple support requests simultaneously Working knowledge of ticketing systems such as Zoho Desk or similar platforms Ability to clearly document issues, solutions, and processes Strong problem-solving skills with the ability to assess issues and recommend next steps Ability to remain calm, professional, and empathetic in challenging situations Collaborative mindset with the ability to work cross-functionally

EDUCATION & EXPERIENCE 1-3

years of experience in customer support, technical support, or help desk roles preferred Experience supporting 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 user guides, help articles, or support documentation is a plus

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.