Bitfocus - Technical Support Analyst (Helpdesk)
Requirements
• 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. • A technical foundation. • Diagnostic curiosity. You dig into problems, find root causes, and offer solutions or workarounds. • Diagnostic curiosity. • Clear communication. You explain technical concepts in writing and out loud to both technical and non-technical audiences. • Clear communication. • Calm under pressure. You listen actively, give accurate information, and manage customer expectations when things get tense. • Calm under pressure. • Organization and attention to detail. You juggle multiple inquiries without dropping the details. • Organization and attention to detail. • Collaboration and self-direction. You share what you know, work well with other teams, and stay connected and productive on a remote team. • Collaboration and self-direction. • Experience in a technical or IT support environment. • Experience working on a completely remote team. • Experience with Clarity Human Services HMIS. • Knowledge of HMIS industry standards and regulations. • Familiarity with technical support best practices.
Responsibilities
• 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. • Resolve customer issues. • 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. • Guide customers through the software. • 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. • Troubleshoot bugs and escalate with care. • 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. • Spot risk early and use your judgment. • 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. • Build our shared knowledge. • Help us ship better releases. Join pre-release sprint testing and QA/QC with the development team, and report your results clearly. • Help us ship better releases. • Be the voice of the customer. Gather feedback, notice patterns in pain points, and propose improvements to the Customer Experience team and other stakeholders. • Be the voice of the customer. • 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. • Keep learning. • 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.
Benefits
• We invest in your health, growth, and life outside of work: • Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right. • Exceptional culture, real mission. • Comprehensive healthcare. 100% employer-paid medical, dental, and vision coverage for employees, including free virtual medical and mental health visits through Healthiest You regardless of plan enrollment. • Comprehensive healthcare. • Mental health support. A confidential Employee Assistance Program plus in-network therapy options. • Mental health support. • Generous parental leave. 12 weeks paid, for growing families. • Generous parental leave. • Real time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end. • Real time to recharge. • Retirement match. 401(k) with a 4% company match. • Retirement match. • Remote-life stipends. Monthly internet and home office stipends to help you do your best work from wherever you are. • Remote-life stipends. • Wellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program. • Wellness programming. • A path forward. Defined career growth plans for every role. • A path forward. • Optional extras. Voluntary pet and legal insurance. • Optional extras. • We're committed to competitive, equitable pay. Compensation bands reflect market data for comparable roles in and adjacent to the HMIS industry, adjusted for the specialized nature of our work. Where you land depends on your experience, skills, and the complexity you bring to the role. Compensation is not location-based.
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