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 team members to troubleshoot and resolve customer incidents.
- Follow procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets with attention to detail.
- 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, tracking time daily.
- Maintain accurate records of all activities and interactions in Salesforce, responding within service level agreements.
- Inform management of important issues regarding personnel, performance, customer perception, and project statuses.
- Travel 10% of the time.
Requirements
- Customer support experience with a customer-focused mindset.
- 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 specific customer contract requirements.
- Ability to obtain a Public Trust clearance (process handled by the federal government, including background screening for criminal history, drug use, financial records, and character assessment).
Schedule
- 4x10-hour shifts: Saturday, Sunday, Tuesday, Wednesday (9:00 AM – 8:00 PM CST) with a 1-hour lunch break.
- On-call schedule may be required.
- First 3 months of onboarding: 8/9-hour Monday-Friday shift from 8:00 AM – 5:00 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 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 would not be typical, to allow for future meaningful salary growth.
Shift and Public Trust clearance offer additional compensation differentials.