What are the responsibilities and job description for the Technical Support Agent-Level 1 position at Global TekMed Holdings, LLC?
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.