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Avenu Insights & Analytics · 1 month ago

Customer Support Specialist (Remote)

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

Avenu Insights & Analytics is seeking a Technical Help Desk Representative to provide exceptional support to clients. The role involves managing support requests, troubleshooting issues, and ensuring effective communication throughout the support lifecycle.

AnalyticsConsultingGovernmentGovTech

Senior Management

H1B Sponsor Likely

Responsibilities

Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism

Diagnose and resolve application and configuration issues, focusing on root cause analysis and sustainable solutions

Maintain timely communication with customers, especially during service incidents or outages

Assist with customer-specific support needs, including refunds, voids, and troubleshooting

Document and escalate software bugs, unusual behaviors, or recurring issues to internal teams

Update and maintain customer records in the CRM system with high attention to detail

Contribute to the internal Knowledge Base by documenting procedures, troubleshooting steps, and support strategies

Collaborate across teams by providing customer feedback, identifying potential sales leads, and sharing insights for product improvements

Represent the company with product expertise at trade shows, webinars, training sessions, and customer meetings

Participate actively in team meetings, ongoing training, and continuous improvement efforts

Take part in after-hours support rotation as needed

Perform additional duties as assigned

Qualification

Technical Help Desk managementTroubleshooting software applicationsBasic SQL queriesMicrosoft 365 proficiencyCRMTicketing systemsCommunication skillsOrganizational skillsTeam collaboration

Required

A minimum of 1 - 5 years in Technical Help Desk management

Strong verbal and written communication skills

Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team

Able to explain technical concepts to both technical and non-technical users

Quick to learn and troubleshoot software applications, particularly in Windows environments, to assist others effectively

Experience writing and/or reading basic SQL queries

Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word

Organized, detail-oriented, and capable of managing multiple tasks independently

Preferred

Bachelor of Computer Science

Experience with Revenue Collections and/or Operations

Experience with typical operations and procedures for state and local government organizations, including cities, counties, courts, and states

Proficiency using CRM and ticketing systems

Advanced ability to read and write complex database queries

Knowledge of client-server structures and relationships

Benefits

Competitive benefits and compensation package

Company

Avenu Insights & Analytics

Avenu Insights & Analytics is the provider of revenue enhancement, technology, and consulting services for government agencies.

Founded in 2016

Centreville, Virginia, USA

501-1000 employees

https://www.avenuinsights.com/

H1B Sponsorship

Avenu Insights & Analytics has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)