Support Analyst

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Deliver application support via phone, email, web form, chat, or an authorized ticketing system.

• Assist users with account registration, access, navigation, data entry, and submission workflows.

• Oversee support tickets from initiation to resolution or escalation while maintaining accurate records.

• Diagnose routine application issues and document the steps to replicate reported errors.

• Monitor assigned tickets against service-level expectations and highlight urgent or overdue concerns.

• Aid in the upkeep of FAQs, knowledge articles, troubleshooting guides, and standard operating procedures (SOPs).

• Relay approved information regarding maintenance, outages, application modifications, and known issues.

• Analyze ticket trends, feedback, and support metrics to pinpoint recurring problems.

• Communicate user concerns to product and development teams, suggesting practical enhancements.

• Assist in validating fixes by confirming whether reported user issues have been resolved.

• Facilitate user onboarding while adhering to security, privacy, accessibility, and customer service protocols.

⛳️ Requirements

• A Bachelor's degree or a relevant combination of education and professional experience.

• Proficiency in troubleshooting web applications and assisting users with business processes.

• Experience managing requests within a ticketing or case management system.

• Capability to investigate issues, document findings, and coordinate escalations effectively.

• Exceptional customer service, communication, and problem-solving abilities.

• Ability to articulate technical issues clearly and manage information securely.

• Preferred: Experience in supporting CMS, HHS, federal digital services, or healthcare technology.

• Preferred: Background in supporting enterprise web applications, electronic forms, or reporting systems.

• Preferred: Knowledge of authentication, user roles, and secure access protocols.

• Preferred: Familiarity with Jira, ServiceNow, Salesforce, or similar support platforms.

• Preferred: Experience collaborating with Agile development and testing teams.

• Preferred: Utilization of help desk metrics to enhance support.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.