Evening Technical Support Specialist - Public Trust

Job Overview

The Evening Technical Support Specialist is responsible for delivering exceptional technical support to a diverse range of clients, both technical and non-technical. This role includes diagnosing, troubleshooting, repairing, and debugging complex software and network systems through phone and email interactions.

As part of your daily activities, you will generate, resolve, and manage support tickets, collaborating closely with your team to provide timely solutions. It is crucial to maintain comprehensive records of all interactions and activities in Salesforce, adhering to service level agreements to ensure client satisfaction.

Reporting to the Manager of Product Support, you will work a 9-hour shift, from Sunday to Thursday, between 1 PM and 12 AM CST, with a 1-hour meal break. Evening shifts offer additional pay differentials.

This position requires U.S. citizenship due to customer contract requirements, and you will need to secure a Public Trust clearance, including background checks. If clearance cannot be obtained, employment may be terminated. Obtaining this clearance can also lead to additional compensation benefits.

Job Responsibilities

Utilize SQL applications to execute fundamental SQL queries.

Address and resolve client inquiries and issues promptly.

Develop a thorough understanding of company products and proactively share this knowledge with clients.

Collaborate with senior team members on complex customer incidents.

Gain expertise necessary for fulfilling the role of Technical Support Specialist effectively.

Policies and Procedures

Follow established procedures for ticket management to ensure accurate categorization, updating, and resolution.

Monitor and manage assigned open tickets, keeping clients informed and updated in a timely manner.

Provide responsive customer support during assigned shifts, including potential early or late hours as needed.

Complete daily assignments and projects efficiently.

Track work and time daily to maintain accountability.

Expectations of the Role

Successfully obtain Public Trust clearance within the specified timeframe.

Exhibit flexibility to work the evening shift or an on-call schedule as required by management.

Provide outstanding customer service through designated communication channels.

Demonstrate a commitment to learning new skills, including SQL applications for running queries.

Meet specific goals related to customer support performance metrics.

Embody and consistently reflect the core values of the company.

Desired Skills

Prior experience in product support.

Strong client-focused approach with a clear understanding of customer expectations.

Experience as a primary contact for clients via phone and email.

Ability to troubleshoot and resolve complex technical issues.

Familiarity with SQL and Windows operating systems.

Willingness to travel up to 10% of the time.

Compensation Information

This position offers a competitive salary range between $54,000 and $80,000. The final salary will depend on various factors, including your experience, qualifications, and internal pay structures. Higher salaries may be offered for exceptional candidates to allow future growth opportunities.