Customer Support Specialist

About Capital Technology Alliance:

At Capital Technology Alliance, we believe changing the future of technology means valuing people. We are committed to building a collaborative, high-performing environment where professionals are empowered to deliver meaningful impact. Our teams work on challenging, often high-visibility initiatives that support mission-critical systems, enterprise modernization efforts, and data-driven decision-making.

CTA is proud to demonstrate a high renewal rate with our employees and contractors. We place a high value on expertise. That’s why CTA is committed to paying top rates in the industry and connecting you with positions and flexible engagement options that match your skills and professional goals.

Job Overview:

The Customer Support Analysts serve as the primary point of contact for users experiencing issues or requesting assistance with the program throughout the phased release of this novel solution. Unlike traditional legacy support roles, this position requires a proactive problem-solver who can navigate an evolving application landscape and ensure a seamless rollout experience. Customer Support Analysts play a critical role in resolving production issues on time by gathering comprehensive information, managing high-volume ticket deduplication, and performing Tier 1 and Tier 2 technical troubleshooting. These roles serve as a vital bridge between a massive user base and external partners, collaborating with internal technical teams and vendors to triage defects and prioritize fixes. By pairing data-driven issue tracking with exceptional customer service, the analyst minimizes downtime and champions system adoption across the entire Department.

Job Duties:

• Receive, review, and triage incoming service desk tickets.
• Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts.
• Analyze reported issues to determine severity, priority, and appropriate assignment.
• Resolve routine issues using documented procedures and knowledge articles.
• Create detailed vendor support tickets for software defects requiring third-party resolution.
• Coordinate and assign work across internal technical teams, business analysts, infrastructure staff, and external vendors.
• Monitor support tickets through resolution and ensure established service-level expectations are met.
• Maintain accurate and complete documentation within the incident management system.
• Develop and maintain knowledge articles and Standard Operating Procedures (SOPs).
• Identify recurring issues and recommend process improvements.
• Assist with production releases, validation activities, and post-implementation support.
• Prepare reports on support trends, recurring incidents, and overall production health.
• Perform Tier 1 and Tier 2 technical troubleshooting.
• Manage vendor relationships and escalate complex software defects as necessary.
• Perform high-volume ticket deduplication for a large user base.
• Demonstrate adaptability and flexibility during phased software rollouts.
• Optimize queue management workflows to improve response and resolution times.
• Conduct technical Root Cause Analysis (RCA) on recurring incidents.

Required Qualifications:

• Experience supporting enterprise software applications.
• Experience working within a Help Desk, Service Desk, or IT Support environment.
• Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms.
• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to work effectively with both technical and non-technical users.
• Ability to prioritize multiple competing requests in a fast-paced production environment.
• Experience documenting business and technical issues in a clear and concise manner.

Preferred Qualifications:

• Knowledge of IT Service Management (ITSM) principles, incident management, problem management, and change management; and
• Proven track record supporting large-scale, phased deployments of custom or greenfield enterprise solutions.

Education:

• A bachelor’s or master’s degree from an accredited college or university in Computer Science, Information Systems, or other related field, or four (4) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.