Technical Support Analyst - Local to Richmond, VA ONLY

Responsibilities

Technical Support

• Serve as the primary point of contact for end users requiring assistance with a regulatory case management or licensing application built on a low-code platform.
• Triage, troubleshoot, and resolve user-reported issues, escalating complex problems to technical teams as appropriate.
• Provide clear guidance on application functionality, workflows, form completion, and data entry best practices.
• Perform routine quality assurance checks to validate system functionality and proactively identify issues.
• Support software release activities by testing new features, documenting results, and assisting users with system updates.

Customer Support & User Assistance

• Deliver exceptional customer service while assisting users with varying levels of technical expertise.
• Assist with onboarding new users, including account setup, access requests, and orientation to system features.
• Develop and maintain user-friendly documentation, including quick-start guides, FAQs, and knowledge base articles.

Documentation & Operations

• Record incidents, service requests, troubleshooting activities, and resolutions within the organization's ticket management system.
• Ensure all support activities comply with agency policies, regulatory requirements, and data security standards.
• Manage multiple support requests simultaneously while maintaining accuracy and responsiveness.

Collaboration

• Partner with business analysts and software developers to communicate recurring issues and recommend application improvements.
• Work independently while collaborating effectively across cross-functional business and technical teams.

Requirements

Minimum Qualifications

• 8 years of experience providing customer service in a technical support, help desk, or application support environment.
• 8 years of experience providing customer or technical support for SaaS or low-code/no-code applications such as ServiceNow, Appian, or Microsoft Power Platform.
• 8 years of experience testing complex systems to verify business requirements are met.
• 8 years of experience communicating technical concepts in a clear, user-friendly manner.
• 8 years of experience managing multiple requests while maintaining strong attention to detail and organization.
• 8 years of experience working independently while collaborating effectively with cross-functional teams.
• Must be able to work onsite five days per week, Monday through Friday, in Richmond, Virginia.
• Must participate in an in-person interview. No exceptions.

Preferred Qualifications

• 5 years of experience supporting government, regulatory, or compliance-driven applications.
• 2 years of experience using ticket management systems such as ServiceNow, Jira, or Freshdesk.