Technical Support Analyst

Job Duties & Responsibilities

• Serve as the primary point of contact for end users seeking assistance with a regulatory case management or licensing application built on a low code platform.
• Triage, diagnose, and resolve user reported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization's ticketing system.
• Aid in onboarding new users, including account access requests and orientation to system features.
• Aid in updating and maintaining user friendly support materials such as quick start guides, FAQs, and knowledge base articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and data security standards.

Required Skills & Experience

• Strong customer service skills, with the ability to remain patient, clear, and solution-oriented when assisting users of varying technical abilities.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or low code/no code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance.
• Detail oriented, organized, and capable of managing multiple requests simultaneously.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with cross-functional teams.