Technical Support Specialist (Public Trust)

TL;DR

Technical Support Specialist (Public Trust): Providing technical support for complex software and networked systems, diagnosing, troubleshooting, and debugging for a mix of technical and non-technical customers with an accent on in-depth product, SQL, network, and server knowledge. Focus on creating, resolving, and maintaining tickets within a product vertical while ensuring accurate record-keeping and adherence to service level agreements.

Location: Hybrid in Chicago area, must be a U.S. citizen and able to work a 9-hour Monday-Friday shift ranging from 7am-7pm Central US Time. Must obtain Public Trust clearance.

Salary: $54,000–$80,000

Company

hirify.global provides software solutions for legal and compliance challenges, specifically supporting government products with their e-discovery and data management needs.

What you will do

• Use SQL applications and tools to run basic SQL queries.
• Respond to client questions, problems, and work requests on a daily basis.
• Develop an 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 appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets.
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis.

Requirements

• Must be a U.S. citizen.
• Ability to obtain Public Trust clearance within the defined timeline.
• Customer support experience, with direct client contact via phone and email.
• Experience troubleshooting complex issues.
• SQL and Windows platform experience.
• Ability to work a 9-hour Monday-Friday shift ranging from 7am-7pm CST, and be available for on-call schedules.

Culture & Benefits

• Competitive base salary.
• Annual performance bonus.
• Long-term incentives.