Technical Success Support Analyst
Technical Success Support Analyst
Posted on :
01-06-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Location:Northern Virginia/DC Metro. Hybrid remote and in-person (Sterling VA)
Required: Clearance: Public Trust
Required: Certifications: N/A
Required Education: Bachelors Degree in Information Technology or related discipline
Required Experience: 4 years of relevant experience including Customer Support roles
Position Description:
PingWind is looking for a Technical Success Support Analyst to support the Government with administering grants using a Commercial Off the Shelf (COTS) solution. The Technical Success Support Analyst will primarily be responsible for providing help desk support including both technical and functional working as the team lead monitoring issue resolution and working closely with customers to solve problems.
Primary Responsibilities:
Work as team lead monitoring and holding the development team accountable for issue resolution per agreed-upon schedules
Triage customer system issues by replicating issues in the system and testing resolution in sandbox/test environments
Work as a liaison between customer and development teams by recording analyzing and triaging customer issues and managing issue communication to developers and resolution to customers
Capable of navigating Salesforce native pages and making changes to records or executing admin functions including using workbench to query data for analysis
Become a subject matter expert on customer processes and be able to identify customer pain points and identify potential areas of improvement for the supported software
Respond to customer issues/questions
Determine and analyze user interface problems and orient users to new or changed procedures
Route issues to appropriate team members and follow up as needed
Maintain retrieve and integrate information for dissemination to project stakeholders
Create and update client-facing user guides and training materials as needed.
Escalate issues to Tier 2 as needed as well as set customer expectations for follow-up
Host regular calls with clients to discuss ticket status and priority and any additional needs or concerns they may have
Host daily status calls with team of developers Testers and Business Analysts to hold accountable for issues they are working on
Lead requirements gathering for enhancement and change requests quickly capturing and writing to client-requested enhancements (system gaps)
Support QA and UAT testing of newly built functionality for client
Skills:
Capable of quickly learning and understanding the clients business goals cycles and processes
Tech/internet savvy and able to quickly gain expertise on new systems to guide the customer on how to serve their business needs
Superior multi-tasking skills and able to work well under pressure
Able to create training material and provide training to end users
Problem solver with strong ability to work alone in areas of core competence with minimal guidance
Excellent verbal and written communication skills
Ability to analyze issues and resolve problems with a quick turnaround time
Demonstrated ability to work in a team environment
Basic software testing knowledge
Must be Customer-centric able to quickly establish rapport with client POC
Experience:
Experience with Customer Support roles required
Salesforce Certified Administrator certificate preferred
Experience using Team Foundation Server (TFS) Zendesk and Jira preferred
Experience with COTS SaaS products
Strong skills in Microsoft Office tools with emphasis on Excel Word and PowerPoint
About Pingwind
PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cyber security development IT infrastructure supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and SBA Certified with offices in Washington DC and Northern Virginia.
Our benefits include:
Paid Federal Holidays
Robust Health & Dental Insurance
Options401k with matching
Paid vacation and sick leave
Continuing education assistance
Short Term / Long Term Disability & Life Insurance
Employee Assistance Program through Sun Life Financial EAP Guidance Resources
Veterans are encouraged to apply
Please be advised that during the interview you will be required to keep your camera on and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.
PingWind Inc. does not discriminate in employment opportunities terms and conditions of employment or practices on the basis of race age gender religious or political beliefs national origin or heritage disability sexual orientation or any characteristic protected by law. Pending guidance from the Safer Federal Workforce employees may in the future be required to provide evidence of Covid-19 vaccination or request and receive approval for a medical or religious exemption.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
