Customer Support Analyst responsible for day - to - day operations support and maintaining customer relationships in a fast - paced technology environment at Univeris.
About the role
- Technical Support Engineer assisting government clients with software-related issues. Resolving inquiries and technical problems while ensuring effective customer communication and support.
Responsibilities
- Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues.
- Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors.
- Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces.
- Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system.
- Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members.
- Effectively communicate with end users to understand their needs, providing "white-glove" service.
- Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken.
- Support Customer Success Managers and Project Managers by providing updates on current support tickets and tracking overall project progress for clients.
- Participate in cross-departmental emails and follow-ups to ensure no customer request is left unanswered.
- Stay up-to-date on new features and updates across the Casepoint platforms through regular training.
- Participate in basic testing of new software releases to provide feedback on user experience and help identify potential bugs before they reach the customer.
- Help maintain the internal knowledge base by documenting new solutions to common questions.
Requirements
- Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role.
- A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions.
- Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers.
- Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications.
- US Citizenship (non-dual) is required by government contract.
- Ability to obtain and maintain a Public Trust or higher clearance.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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