Technical Success Support Analyst

Location: Remote

Required: Clearance:  Public Trust 

Required: Certifications: N/A

Required Education: Bachelor's Degree in Information Technology or related discipline

Required Experience: 4+ years of relevant experience, including Customer Support roles

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. 

• 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

• Capable of quickly learning and understanding the client's 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 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

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. www.PingWind.com

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.