Technical Support Specialist-Tier I
Hypori, a leading provider for SaaS cybersecurity solutions, is transforming secure mobility for Federal and Commercial customers, including the United States Army. Hypori’s secure virtual workspace enables users to access critical data and apps from any mobile device without compromising user privacy. From commercial IP to national security level intel, Hypori protects critical data from every type of threat. https://hypori.com
Technical Support Specialist – Tier I
Overview
Hypori, a leading provider of SaaS cybersecurity solutions, with a focus on transforming secure mobility for both Federal and Commercial customers, including the United States Army. Hypori’s secure virtual workspace allows users to access critical data and applications through any mobile device while maintaining user privacy. Hypori is committed to protecting critical data from all types of threats.
Position Overview
Hypori is seeking a driven and skilled Technical Support Specialist - Tier I to join our team. This role involves providing fast and effective support to customers, responding to queries through the customer support system via phone, email, or chat, diagnosing issues, implementing solutions, and assisting with basic end user training. Technical Support Specialists will contribute to the creation of knowledge articles, training manuals, and customer-facing materials, draft customer communication and provide support through various channels.
To ensure success in this role, you must have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure, and AWS (Amazon Web Services) platforms.
Responsibilities
- Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat).
- Diagnose issues with computer software and hardware.
- Use software diagnostic tools to identify problems.
- Guide clients through basic troubleshooting and problem-solving processes.
- Provide basic end user training.
- Create knowledge articles, training manuals, and customer-facing materials.
- Draft written customer communication and respond to internal support channels.
- Complete support tickets.
- Participate in an On Call Rotation and potentially work various shifts.
- Make recommendations to improve operational efficiency.
Qualifications
- Must be a US (United States) Citizen.
- Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation.
- Must have an Information Assurance Technical (IAT) Level 1 (i.e., A+ CE, CCNA Security, CND, Network + CE, Security+ or SSCP) certification or higher.
- An associate degree in computer science or related field or an equivalent combination of education and experience
- At least 1 year working as a Customer Support Specialist.
- A strong working knowledge of computer systems, hardware, and software. (Linux, Android, and cloud solutions preferred)
- Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues.
- Strong customer service skills
- Excellent communication and interpersonal skills.
- An openness to learning new technologies.
- Strong ownership, and bias for action.
About Us
Hypori Inc. provides a great and generous benefits package to include medical, dental and vision, PTO, and life & disability packages. We also invest in our employees' futures by providing, technical training, tuition reimbursement, a 401k plan with employer matching contribution with vesting starting from DAY 1, and much, much more.
Hypori is an Equal Employment/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status or any other characteristic protected by law. At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [email protected] for assistance.
An equal opportunity employer/disability/vet.
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