Strong passion for customer support and enablement.
Experience in customer support for complex software platforms.
Familiarity with analytical software platforms and large-scale data analysis.
Excellent written and verbal communication skills for engaging with customers.
Ability to thrive in a fast-paced, evolving environment.
Strong organizational skills with effective prioritization strategies.
Responsibilities
Develop a deep understanding of software applications to resolve user inquiries efficiently.
Gather information and respond to customer inquiries via a ticketing system.
Recreate and diagnose reported issues for clients.
Triag and escalate support requests as needed across teams.
Collaborate with product engineers to identify and resolve user-reported bugs.
Drive initiatives to enhance global user support effectiveness.
Contribute to core documentation to fill in missing context.
Benefits
Comprehensive health and wellness benefits.
Opportunities for professional development and training.
Flexible work arrangements to support work-life balance.
Collaborative and inclusive work environment.
Access to cutting-edge technology and tools.
Full Job Description
L1 Help Desk Technician to work on-site in support of a government contract for a client located in Washington, DC. An active TS/SCI clearance is required.
Responsibilities
Develops a deep understanding of the software platform applications to leverage problem-solving skills and ensure user inquiries are resolved in an efficient and delightful way.
Gathers necessary information and responds to customer inquiries through a comment-based ticketing system.
Recreates and diagnoses issues reported by the client.
Triages, tracks, and correctly escalates support requests across client support teams and internal teams when necessary.
Collaborates with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users.
Identifies and drives forward various support initiatives to improve the effectiveness and efficiency of global Foundry user support at growing scale.
Makes contributions to core documentation where context is currently missing.
Required Skills and Qualifications
TS/SCI security clearance.
U.S. citizenship is required for this role.
A passion for customer support and enablement, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets.
Experience providing customer support, preferably on complex software platforms.
Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in any industry or subject area.
Excellent English writing and communication skills with the ability to skillfully engage with customers on complex, sensitive topics.
Ability to operate in a fast-paced environment, where the product and support processes are often changing.
Ability to continuously learn and work independently, making decisions with minimal supervision.
Strong organizational skills and attention to detail through effective prioritization strategies and the use of task ticketing and tracking systems.
Learning and growth mindset with the ability and willingness to quickly ramp up on platform-specific and project-specific workflows.
Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users.
Preferred Skills and Qualifications
Knack for streamlining and improving support processes.
Proficiency with Python and PySpark.
Full-Time Employee Compensation
M9 Solutions' pay range for this position is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include, but are not limited to, responsibilities of the position, education, experience, knowledge, skills, abilities, as well as internal equity, location, alignment with market data, applicable bargaining agreement (if any), or other law.
M9 Solutions is an IT consulting and staffing firm that provides services to clients in a variety of industries, including healthcare, finance, and government. The company offers a range of services, including project management, software development, and data analytics. M9 Solutions was founded in 2010 and is headquartered in Durham, North Carolina.
