Technical Support Specialist - Weekday Overnight - Government

Job Description

Your Role in Action: Technical Skills/Responsibilities

• 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

Policies and Procedures

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
• 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

Requirements

Skills

• Customer support experience
• Customer-focused and able to understand expectations
• Direct experience supporting customers as a primary contact or lead using phone and email
• SQL and Windows platform experience

Qualifications

• Experience troubleshooting complex issues
• Ability to work flexible hours, including overnight shifts and on-call schedules
• Commitment to and consistent demonstration of core company values

Benefits

The expected salary range for this role is between $54,000 and $80,000.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.