55 applicants

Company

GovOS · 5 hours ago

Senior Customer Support Specialist

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $63K/yr

4+ years exp

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Responsibilities

Provide advanced troubleshooting and technical support for multiple GovOS products, including Core and Applications.

Serve as a point of escalation for complex customer inquiries, ensuring issues are resolved efficiently and customer satisfaction is maintained.

Utilize independent judgment to identify solutions for varied and complex technical problems.

Lead or contribute to support-related projects, initiatives, and process improvements.

Act as a liaison between customers and internal teams (engineering, QA, product management) to resolve escalated issues.

Assist with installation, maintenance, and technical guidance for customers using GovOS products, ensuring smooth implementation and continued support.

Proactively manage multiple support tickets and inquiries, prioritizing tasks and allocating resources as necessary.

Track and document ongoing issues, contributing to knowledge sharing and continuous improvement of support processes.

Assist in training and mentoring junior support staff, providing guidance and best practices for resolving customer issues.

Create, update, and maintain technical documentation, including procedures, FAQs, and user guides for customers and internal teams.

Collaborate with cross-functional teams to improve the functionality and usability of GovOS products.

Analyze existing customer accounts, identify trends, and recommend process or product enhancements to improve customer satisfaction.

Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Core products supportApplications products supportSaaS environment experienceProject managementDe-escalation skillsMicrosoft OfficeJiraSlackSalesforceAnti-Virus SoftwareMicrosoft Active DirectoryMicrosoft DNSMicrosoft DHCPMicrosoft WindowsNetwork PrintersTicketing systemsSystem administration

Required

At least 4 years of experience supporting Core products or 5 years of experience with Applications products, preferably in a SaaS environment.

Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, OR equivalent professional and technical experience demonstrating a deep understanding of applications at both functional and technical levels (preferably GovOS products).

Strong troubleshooting and problem-solving skills with the ability to research, diagnose, and resolve complex technical issues.

Experience managing multiple projects or support tickets simultaneously in a fast-paced environment.

Excellent written and verbal communication skills, with the ability to explain complex technical information to both technical and non-technical audiences.

Proven ability to work independently and exercise sound judgment when solving problems.

Strong de-escalation skills when handling customer issues.

Familiarity with support tools and systems, such as Microsoft Office, Jira, Slack, and Salesforce.

Strong organizational skills and attention to detail, with the ability to document and track customer issues accurately.

Experience in leading projects or mentoring junior staff members.

Hands-on experience with the following products and tools: Anti-Virus Software, Microsoft Active Directory (AD), Microsoft Domain Name Services (DNS), Microsoft Dynamic Host Configuration Protocol (DHCP), Microsoft Windows, Network Printers, Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk), General system administration tasks.