Technical Support Analyst – Helpdesk

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

📋 Description

• Address customer technical support tickets within your designated tier by researching and implementing solutions, while escalating issues when necessary.

• Assist customers in navigating Clarity Human Services, covering data outputs, reporting, HUD and Federal Partner reporting, and data analysis.

• Detect bugs and generate detailed Jira tickets for escalation purposes.

• Quickly identify issues that impact customer data, reporting timelines, or compliance and flag them accordingly.

• Collaborate with the documentation team to create user guides, FAQs, and knowledge base articles.

• Engage in pre-release sprint testing and QA/QC activities with the development team, documenting the outcomes.

• Collect customer feedback, recognize recurring pain-point trends, and suggest enhancements to the Customer Experience team and stakeholders.

• Stay updated on product releases, enhancements, and HUD reporting requirements.

• Undertake special projects and training as assigned by the Technical Support Manager or Shift Lead.

• Report directly to the Technical Support Manager.

⛳️ Requirements

• Minimum of 1 year in a customer-facing support position, providing assistance to customers, troubleshooting technical issues, and delivering exceptional service.

• A degree or certification in computer science, information technology, or a related discipline, or equivalent professional experience.

• Capability to investigate problems, determine root causes, and suggest solutions or workarounds.

• Proficiency in articulating technical concepts both in writing and verbally to diverse audiences, technical and non-technical alike.

• Strong active listening skills, the ability to provide accurate information, and manage customer expectations effectively under pressure.

• Competence in handling multiple inquiries while maintaining a keen attention to detail.

• Ability to work collaboratively with other teams as well as independently and efficiently within a remote team environment.

• A reliable internet connection and a dedicated workspace conducive to focused work and taking calls without disruptions.

🏝️ Benefits

• Comprehensive employer-paid medical, dental, and vision insurance for employees.

• Complimentary virtual medical and mental health consultations via Healthiest You, regardless of plan enrollment.

• Confidential Employee Assistance Program available.

• In-network therapy options offered.

• 12 weeks of paid parental leave provided.

• Three weeks of paid vacation time available.

• Two paid volunteer days granted.

• Paid Rest & Relaxation Week at the end of the year.

• 401(k) plan with a 4% company match.

• Monthly internet stipend included.

• Home office stipend upon joining.

• Year-round access to physical, emotional, financial, and social wellness resources through EmpowerLinc.

• Clearly defined career growth pathways for every role.

• Optional pet and legal insurance available.