This is a Fully Remote Job
About Our Client:
The organization operates in the social services technology sector, focusing on addressing homelessness. It develops and maintains Clarity Human Services, a platform used nationwide to connect individuals experiencing homelessness with necessary resources. The program supports community efforts to meet reporting requirements and manage data effectively, thereby facilitating timely service delivery and compliance.
About the Opportunity:
The TECHNICAL SUPPORT ANALYST (HELPDESK) role is essential in ensuring users of Clarity Human Services receive timely and effective assistance. This position is responsible for troubleshooting technical issues, guiding customers on software use, escalating bugs appropriately, and contributing to system improvements. By resolving user challenges and providing feedback, the role supports the continuity and quality of services offered through the platform.
Responsibilities:
- Resolve technical support tickets within assigned scope.
- Assist customers in navigating software features and reporting tools.
- Identify and document software bugs, escalating them with detailed information.
- Monitor and flag issues that could affect data integrity or compliance.
- Collaborate on creating and updating user documentation and knowledge base content.
- Participate in pre-release testing and quality assurance activities.
- Collect and communicate customer feedback to improve user experience.
- Maintain current knowledge of software updates and industry reporting standards.
Requirements:
- Minimum one year of customer-facing technical support experience.
- Degree, certification, or equivalent experience in computer science, IT, or related field.
- Strong problem-solving skills with ability to diagnose root causes.
- Effective communication skills for technical and non-technical audiences.
- Ability to remain composed under pressure and manage customer expectations.
- Detail-oriented and able to manage multiple inquiries simultaneously.
- Collaborative and self-motivated, capable of working productively in a remote environment.
Pay Range and Compensation Package:
- The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Benefits & Perks:
- 100% employer-paid medical, dental, and vision insurance.
- Access to virtual medical and mental health services.
- Confidential employee assistance program and therapy options.
- Twelve weeks paid parental leave.
- Three weeks paid vacation, two paid volunteer days, and a paid year-end break.
- 401(k) retirement plan with a 4% match.
- Monthly stipends for internet and home office expenses.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.