Tier 1 Agent / Knowledge Manager

The Tier 1 Agent / Knowledge Manager provides front-line technical support and service delivery across multiple channels, serving as the first escalation point for unresolved issues. This role combines hands-on end-user support with knowledge management, service level monitoring, and process improvement to enhance operational efficiency and customer satisfaction. The position requires strong troubleshooting skills, effective communication, and the ability to manage incidents and reporting in a fast-paced environment.