Support Specialist

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

📋 Description

• Act as the primary contact for support inquiries through the ticketing system, email, or chat.

• Diagnose and resolve common issues pertaining to account access, website functionality, and general platform questions.

• Record incidents, monitor resolution progress, and provide updates to relevant stakeholders.

• Refer complex issues to Tier 2/3 support or engineering teams with thorough, detailed context.

• Observe system alerts and identify potential issues before they escalate.

• Update and enhance knowledge base articles, FAQs, and user documentation to decrease recurring problems.

• Assist end users in navigating the features and tools of VA.gov.

⛳️ Requirements

• Proven experience in delivering technical support in a dynamic environment.

• Proficient with ticketing systems such as Jira, ServiceNow, or Zendesk.

• Capable of articulating technical issues clearly to users without a technical background.

• Knowledgeable about web applications, user accounts, and standard troubleshooting methods.

• Strong focus on detail and commitment to resolving open issues.

• Excels in a remote, collaborative setting and truly enjoys assisting others in problem-solving.

• Communicates effectively and transparently, whether drafting an incident report or guiding a user through a solution.

• Performs additional related duties as assigned.

🏝️ Benefits

• Fully remote work arrangement.

• Tech & Education Stipend.

• Comprehensive Benefits Package.

• Company Match 401(k) plan.

• Flexible PTO and Paid Holidays.