What you’ll do

Resolve customer issues. Work technical support tickets at your tier, researching and deploying solutions for new and emerging problems and escalating to the next tier when it’s the right call.
Guide customers through the software. Help customers navigate Clarity Human Services, build and edit data outputs, and use reporting efficiently, including HUD and Federal Partner reporting and data analysis.
Troubleshoot bugs and escalate with care. Identify bugs, create Jira tickets independently, and include enough detail that the receiving team doesn’t need to go back to the customer.
Spot risk early and use your judgment. Recognize when an issue could affect a customer’s data, reporting deadlines, or compliance, and flag it quickly rather than waiting for it to grow.
Build our shared knowledge. Partner with the documentation team on user guides, FAQs, and knowledge base articles so the next customer finds the answer faster.
Help us ship better releases. Join pre-release sprint testing and QA/QC with the development team, and report your results clearly.
Be the voice of the customer. Gather feedback, notice patterns in pain points, and propose improvements to the Customer Experience team and other stakeholders.
Keep learning. Stay current on new releases, enhancements, and HUD reporting specifications, and take on special projects and training assigned by the Technical Support Manager or Shift Lead.

You’ll know you’re succeeding when…

Your tickets are resolved or escalated within your tier’s scope, with clear notes on what you did.
Your escalations to the next tier or to Jira arrive with everything the receiving team needs, with no re-asking the customer.
Customers tell us your guidance on software use, reporting, and data analysis was accurate and usable.
The guides, FAQs, and knowledge base articles you contribute to are accurate and current.
Your pre-release testing results are documented and shared with the development team, and your customer feedback is logged with proposed improvements.
You’re resolving more complex tickets on your own, and moving up in scope as a result.

Customer-facing support experience. At least 1 year in a customer-facing support role, helping customers, troubleshooting technical issues, and delivering great service.
A technical foundation. A degree or certification in computer science, information technology, or a related field, or equivalent professional experience.
Diagnostic curiosity. You dig into problems, find root causes, and offer solutions or workarounds.
Clear communication. You explain technical concepts in writing and out loud to both technical and non-technical audiences.
Calm under pressure. You listen actively, give accurate information, and manage customer expectations when things get tense.
Organization and attention to detail. You juggle multiple inquiries without dropping the details.
Collaboration and self-direction. You share what you know, work well with other teams, and stay connected and productive on a remote team.

To apply for this job please visit www.glassdoor.com.