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Role Description

We are seeking a highly motivated and experienced Tier One - Technical Support Analyst to join our Technical Support team. The vital role of all Technical Support Analysts at Bitfocus is ensuring a positive customer experience. Technical Support Analysts handle a high volume of diverse and often challenging tasks, requiring a combination of technical expertise and emotional intelligence delivering effective and empathetic support.

• Utilize technical skills and problem-solving abilities to ensure customer satisfaction.
• Leverage technical expertise and mastery of internal tools and resources.
• Collaborate with Tier Two and Tier Three analysts, escalating complex issues when necessary.
• Focus on basic to intermediate customer inquiries, providing timely solutions.

Qualifications

• Demonstrated experience of 2+ years in a customer-facing support role, preferably in a technical or IT environment.
• Degree or certification in computer science, information technology, or a related field is preferred.
• Proven understanding of best practices for delivering exceptional customer service.

Requirements

• Familiarity or expertise in Clarity Human Services functionality.
• Knowledge and understanding of relevant industry standards related to HMIS (Homeless Management Information System) and technical support.
• Experience working on a completely remote team.
• Excellent analytical and troubleshooting skills.
• Strong customer service skills, demonstrating patience, empathy, and professionalism.
• Ability to work effectively under pressure and meet deadlines.
• Strong technical skills and a deep understanding of databases and data analysis.
• Excellent interpersonal and written/verbal communication skills.
• Process-oriented mindset with a focus on efficiency and effectiveness.
• Innovative thinker with the ability to provide out-of-the-box solutions.
• Proficient in multitasking and managing time effectively in a fast-paced support environment.

Benefits

• Exceptional Culture & Mission-Driven Work
• Comprehensive Healthcare (100% Employer-Paid for Employees)
• 12 Weeks Paid Parental Leave
• R&R Week (Paid Week Off at Year-End)
• Three Weeks of Paid Vacation + Two Volunteer Days Per Year
• 401K Retirement Plan (4% Match)
• Flexible Work Hours & Remote-First Culture
• Career Growth Plans for Each Role