SoftwareApplicationSupport Specialist with Security Clearance
About the role
The Software Application Support Specialist serves as the first point of contact for customers seeking technical assistance over a ticketing system. They perform remote troubleshooting through diagnostic techniques and pertinent questions, determine the best solution based on the issue and details provided by customers, walk the customer through the problem-solving process, direct unresolved issues to the next level of support personnel, provide accurate information on IT products, record events and problems and their resolution in logs, follow-up and update customer status and information, pass on any feedback or suggestions by customers to the appropriate internal team, and identify and suggest possible improvements on procedures.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Requirements
- Proven experience in Supporting COTS products in a customer support role.
- Good understanding of computer systems, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills.
- Cool-tempered and customer-oriented.
- Understanding of Ticketing systems.
Qualifications
Preferred but not required:
- Knowledge of the Federal Acquisition lifecycle or commercial contracting.
- Knowledge of Federal financial systems or commercial accounting.
- Experience with Federal government contracting and/or program office organizations.