Customer Support Analyst

Job Summary

Providing Tier 1 support for a cloud-based case management system, the full-time remote Customer Support Analyst will serve as the first point of contact for end user support requests, troubleshoot application issues, and assist with user acceptance testing and documentation.

Key responsibilities

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira
• Troubleshoot application access, functionality, and configuration issues for internal users
• Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability

Required qualifications

• Experience providing Tier 1 helpdesk or technical support for large enterprise applications
• Familiarity with Jira or similar ticketing systems for support management
• Ability to document issues clearly and maintain organized support records
• Experience supporting federal systems or working in a regulated environment is a plus
• Bachelor's Degree