User Support Specialist - SHINE Systems

Clearance Requirement: TS / SCI
Onsite Requirement: 5 days per week
Travel: Not required.
The Role:

• FSR User Support specialists use their problem-solving skills to be the first to respond to support requests from users of our software platform and to help enable them to work efficiently using our partners products. They have a passion for user enablement, are advocates for our customers’ success and collaborate with product engineers, implementation teams, and support engineers to ensure users’ inquiries are resolved as effectively and quickly as possible. They’re comfortable using their problem-solving skills to find solutions to novel problems within a complex, rapidly evolving software product, rather than relying on copying and pasting precedent from previous answers. Importantly, they’re responsible not only for assisting users but also for synthesizing the key trends they’re observing in the field into feature requests to partner with our partners engineers to shape the continued evolution of the platform.

Additional Dots:

• Develop a deep understanding of our partners applications so they can leverage problem-solving skills to ensure user inquiries are resolved in an efficient and delightful way.
• Gather necessary information and respond to customer inquiries through a comment-based ticketing system.
• Recreate and diagnose issues reported by the client.
• Triage, track, and correctly escalate support requests across the team when necessary.
• Collaborate with product engineers to identify, root cause, and ultimately resolve bugs surfaced by users.
• Identify and drive forward various support initiatives to improve the effectiveness and efficiency of global user support at growing scale.
• Make contributions to core documentation where context is currently missing.

The ideal candidate would have:

• A passion for customer support and enablement - this will be key to success, 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, specifically in the DoD space, preferably on complex software platforms.
• Experience working with analytical software platforms, using large-scale data to solve valuable business problems, in the DoD space.
• 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. Bonus: knack for streamlining and improving support processes.
• Learning and growth mindset: ability and willingness to quickly ramp up on project-specific workflows.
• Comfortable working in a rapidly changing environment with dynamic objectives and iteration with users.

SHINE Systems is an Equal Employment/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.