Technical Support Specialist - Weekend - Government
This role provides technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing, and debugging complex software and/or networked systems. Frequent phone and email interaction with customers requires in-depth technical product, SQL, network, and server knowledge, along with exceptional customer service 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 expertise in company products and services and share this knowledge with customers
- Partner with senior-level team members to troubleshoot and resolve customer incidents
- Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets
- Monitor assigned open tickets, contact customers, and update tickets in a timely manner
- Provide responsive support during normal shift hours, early/late shifts, and on-call as required
- Complete all daily tasks and projects, and track time daily
- Maintain accurate records of all activities and interactions in Salesforce
- Respond to customers within identified service level agreements
- Inform management of important issues regarding personnel, performance, customer perception, and project statuses
- Work with colleagues to ensure quality service
Requirements
- Customer support experience
- Customer-focused with the ability to understand expectations
- Direct experience supporting customers as a primary contact or lead via phone and email
- Experience troubleshooting complex issues
- SQL and Windows platform experience
- U.S. citizenship (required due to customer contract requirements)
- Ability to obtain a Public Trust clearance (process handled by the federal government; includes background screening for criminal history, drug use, financial records, and character assessment)
- Flexible to work a 4x10-hour shift: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM 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 8 AM–5 PM CST with a meal break for the first 3 months of onboarding
- Travel 10% of the time
Skills
- Database Management
- Documentation
- Information Security
- Project Management
- Requirements Gathering
- Software Development
- Structured Query Language (SQL)
- System Implementations
- Technical Support
- Vendor Management
Schedule
- 4x10-hour shifts: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1-hour lunch break
- On-call availability may be required
- First 3 months of onboarding: 8/9-hour Monday-Friday shift (8 AM–5 PM CST) with a meal break
Pay
The expected salary range for this role is $54,000 to $80,000. The final offered salary will be based on depth of experience, skill set, qualifications, and internal pay equity. This position is also eligible for total compensation, including a competitive base salary, an annual performance bonus, and long-term incentives. Hiring at the top end of the range is not typical to allow for future meaningful salary growth.