Technical Support Representative
Job Summary
To provide high-quality technical support for government software services, the full-time Technical Support Representative will troubleshoot complex issues, manage client communications, and collaborate with engineering teams, all while working remotely.
Key responsibilities
- Field complex and escalated issues for high-value clients and document resolutions
- Serve as a subject matter expert and escalation point for Customer Support Representatives
- Create Knowledge Base articles and help train junior team members on software processes
Required qualifications
- 1 year of experience providing technical support for cloud-based software or services
- Technical degree in Computer Science or equivalent experience (2+ years)
- Experience using ticketing systems such as Zendesk, JIRA, or Salesforce
- Ability to convey complex technical issues to both experts and novices
- U.S. Citizenship and CJIS certification (FBI Background check) required
Complete Job Description
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