Agency Support Specialist Hybrid
Agency Support Specialist Hybrid
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Provide preliminary system and report testing (including regression testing) to assist FWC staff with its user acceptance testing requirements.
- Coordinating issue resolution by documenting scoping tracking escalating and communicating issues appropriately.
- Documenting and tracking issues and resolutions systematically using Brandts internal ticketing systems.
- Assist with project coordination including monitoring the project schedule routing tasks and ensuring timely completion of updates.
- Tracking and monitoring key milestones (e.g. Law Enforcement mobile app Trophy Catch PALM).
- Assisting FWC with product onboarding and training ensuring a smooth transition and comprehensive understanding of the softwares functionality.
- Identifying and communicating recurring technical issues to Brandts product support team for further analysis and improvement.
- Staying up to date with product knowledge and new features to provide accurate and relevant information to FWC.
- Continuously striving to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.
- Bachelors degree in computer science Information Technology or a related field (or equivalent work experience).
- Proven experience in a customerfacing technical support role preferably in a SaaS software company.
- Strong technical aptitude and ability to understand complex software systems
- Experience with CRM and support ticketing systems is a plus.
- Familiarity with SQL queries preferred but not required.
- Excellent problemsolving and troubleshooting skills with a keen attention to detail.
- Outstanding communication skills both written and verbal with the ability to effectively explain technical concepts to nontechnical users.
- Empathy and patience to handle challenging customer situations and provide exceptional customer service.
- Ability to multitask prioritize and manage time effectively in a fastpaced environment.
- Familiarity with agile software development methodologies is a plus.
- A passion for technology and a desire to continuously learn and grow in a dynamic industry.
- Must successfully clear a Level II fingerprint background screening a requirement since FWC is a lawenforcement agency.
- Candidate must have reliable transportation to ensure punctuality and consistent attendance.
This position operates remotely on a daytoday basis; however the selected candidate will be required to be onsite at the Florida Fish and Wildlife Conservation Commission (FWC) offices in Tallahassee FL for orientation and major software release events (average 12 times a quarter).
Priority will be given to candidates residing within a 50mile radius of Tallahassee FL to ensure timely access to onsite requirements as needed.
- Competitive pay determined by factors including but not limited to skills qualifications and experience for this role.
- Health insurance with some plans fully covered for the employee (family members can be added at a discounted rate)
- Vision insurance fully covered for the employee (family members can be added at a discounted rate)
- Dental insurance available for purchase
- Competitive sick and vacation leave
- Nine 9 paid holidays.
- 401k plan with matching company contributions
- Up to 8 weeks of paid parental leave
- Life insurance fully covered by the company.
- Long term disability insurance fully covered by the company.
- Free Udemy account for ongoing professional development and learning
Required Experience:
Unclear Seniority
Employment Type
Full Time
