Technical Support Specialist – Tier I

Overview

Hypori, a leading provider of SaaS cybersecurity solutions, with a focus on transforming secure mobility for both Federal and Commercial customers, including the United States Army. Hypori’s secure virtual workspace allows users to access critical data and applications through any mobile device while maintaining user privacy. Hypori is committed to protecting critical data from all types of threats.

Position Overview

Hypori is seeking a driven and skilled Technical Support Specialist - Tier I to join our team. This role involves providing fast and effective support to customers, responding to queries through the customer support system via phone, email, or chat, diagnosing issues, implementing solutions, and assisting with basic end user training. Technical Support Specialists will contribute to the creation of knowledge articles, training manuals, and customer-facing materials, draft customer communication and provide support through various channels.

To ensure success in this role, you must have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure, and AWS (Amazon Web Services) platforms. 

Responsibilities

• Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat).
• Diagnose issues with computer software and hardware.
• Use software diagnostic tools to identify problems.
• Guide clients through basic troubleshooting and problem-solving processes.
• Provide basic end user training.
• Create knowledge articles, training manuals, and customer-facing materials.
• Draft written customer communication and respond to internal support channels.
• Complete support tickets.
• Participate in an On Call Rotation and potentially work various shifts.

• Make recommendations to improve operational efficiency.

Qualifications

• Must be a US (United States) Citizen.
• Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation.
• Must have an Information Assurance Technical (IAT) Level 1 (i.e., A CE, CCNA Security, CND, Network CE, Security or SSCP) certification or higher.
• An associate degree in computer science or related field or an equivalent combination of education and experience
• At least 1 year working as a Customer Support Specialist.
• A strong working knowledge of computer systems, hardware, and software. (Linux, Android, and cloud solutions preferred)
• Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues.
• Strong customer service skills
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• Strong ownership, and bias for action.