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 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.
• 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 and meet customer service tech support metrics.
• Demonstrate initiative to learn new skills and consistently uphold core company values.

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 (handled by the federal government; includes background screening for criminal history, drug use, financial records, and character assessment).
• Travel 10% of the time.

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 (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 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 salary growth.

This role offers a compensation differential for the specified shift and an additional differential for obtaining Public Trust clearance.