Technical Support Specialist – Government

This is a fully remote position, open to applicants in Idaho, +3 more states.

📋 Description

• Deliver technical assistance for a designated product vertical to both technical and non-technical clients

• Identify, troubleshoot, repair, and debug intricate software and/or networked systems

• Engage frequently with customers via phone and email

• Create, resolve, manage, categorize, update, escalate, transition, and conclude support tickets

• Address issues within the product vertical and escalate tickets to other teams and verticals as necessary

• Keep precise records of activities and interactions in Salesforce

• Respond to clients within established service level agreements

• Monitor open tickets, reach out to customers, and update tickets in a timely manner

• Inform management regarding personnel, performance, client perceptions, and project statuses

• Collaborate with senior team members to troubleshoot and resolve customer incidents

• Complete daily tasks and projects, tracking time on a daily basis

• Provide prompt support during scheduled shifts, early/late shifts, and on-call periods as necessary

• Report directly to the Manager of Customer Support

⛳️ Requirements

• Experience in customer support

• Client-oriented mindset with the ability to comprehend expectations

• Direct experience assisting clients as a primary contact or lead through phone and email

• Proficient in troubleshooting complex issues

• Familiarity with SQL and Windows platforms

• Ability to utilize SQL applications and tools to execute basic SQL queries

• Flexibility to work a 9-hour shift from Monday to Friday between 7 am and 7 pm Central US Time

• Capability to work an 8 am to 5 pm CST onboarding shift for the initial 3 months

• Willingness to adhere to an on-call schedule, early/late shifts, or other time frames specified by management

• Ability to secure Public Trust clearance within the defined management timeline

• U.S. citizenship is mandatory

• Outstanding customer service abilities

• Initiative to acquire new skills, including SQL applications and tools

• Capacity to meet customer service technical support metrics

• Dedication to and consistent embodiment of company core values

• Willingness to travel 10% of the time

🏝️ Benefits

• Competitive base salary

• Annual performance bonus

• Long-term incentives

• Opportunities to develop cross-functional skills and advance your career

• Chance to significantly impact customers, the industry, and communities