Technical Support Specialist - Weekday Overnight - Government
Job Description
Your Role in Action:
- Use SQL applications and tools to run basic SQL queries
- Respond to customer questions, problems, and work requests on a daily basis
- Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers
- Partner with senior level team members as needed to troubleshoot and resolve customer incidents
- Have or develop the experience to capably perform the Technical Support Specialist position responsibilities
Policy and Procedure Skills
Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.
Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data.
Monitor assigned open tickets, contact customers, and update tickets on a timely basis.
Provide responsive support to customers during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management.
Expectations of the Role
- Able to work an 9-hour Monday-Friday overnight shift from 11pm-8am CST with a 1-hour meal break, on-call schedule, or other time frames specified by management
- Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding
- Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries
- Meet identified goals regarding customer service tech support metrics
- Commitment to and consistent demonstration of core company values
Required Skills
- Application Management
- Database Management
- Project Management
- Requirements Gathering
- Software Development
- Software Development Life Cycle (SDLC)
- Structured Query Language (SQL)
- System Implementations
- Systems Analysis
- Technical Support
Qualifications
- U.S. citizenship
- Ability to obtain a Public Trust clearance
- Travel 10%
Pay
The expected salary range for this role is between $54,000 and $80,000.
Schedule
The working hours are Monday to Friday 11:00 PM to 8:00 AM Central US (United States) Time, and the weekday overnight shift offers a compensation differential.