Remote job
Technical Support Analyst (Helpdesk)
Job details
About this role
Role overview
Help customers resolve technical problems with a software platform used for housing and homelessness services. You’ll investigate support requests, explain reporting and data workflows, and coordinate clear escalations to technical teams. The role is remote and offers a defined path toward handling more complex issues with greater independence.
Responsibilities - Investigate and resolve customer support tickets within your assigned tier, escalating when needed. - Guide customers through software features, data outputs and reporting, including required government and partner reports. - Identify software defects and write detailed issue reports so technical teams can investigate without asking customers to repeat information. - Quickly flag issues that could affect customer data, reporting deadlines or compliance. - Help maintain user guides, FAQs and knowledge base articles. - Participate in pre-release testing, document results and share customer feedback and recurring pain points with relevant teams. - Keep current with software updates and reporting specifications.
Requirements - At least one year of customer-facing support experience involving technical troubleshooting. - A degree or certification in computing, IT or a related area, or equivalent professional experience. - Curiosity and persistence in finding root causes and useful workarounds. - Clear written and spoken communication with technical and non-technical audiences. - Good judgment and composure when customers are under pressure. - Strong organization, attention to detail, collaboration and ability to work independently in a remote team.
Nice to have - Experience in IT support or on a fully remote team. - Familiarity with housing and homelessness information systems, related standards or regulations, and technical support practices.
Benefits and work setup - Fully remote role with internet and home-office stipends. - Includes wellness resources, career growth plans and optional pet and legal insurance.