Technical Support Analyst

We are seeking an Application Support Specialist to provide front-line support for a modern web-based case management and licensing platform. This individual will serve as the primary point of contact for end users, helping resolve application issues, guiding users through system functionality, and ensuring a positive customer experience.

This role is ideal for someone with strong customer service skills, application support experience, and the ability to communicate technical information clearly to users of varying technical backgrounds.

*Position is fully onsite in Richmond, VA*

Qualifications:

Responsibilities

• Serve as the primary point of contact for end users requiring assistance with a web-based case management and licensing application.
• Troubleshoot, diagnose, and resolve application-related issues, escalating more complex issues to technical teams when necessary.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document support requests, incidents, and resolutions within the organization's ticketing system.
• Assist with onboarding new users, including account setup, access requests, and system orientation.
• Create and maintain user support materials, including knowledge base articles, FAQs, and quick reference guides.
• Perform routine quality checks to identify and report system issues proactively.
• Collaborate with business analysts, developers, and stakeholders to communicate recurring issues and recommend improvements.
• Support testing activities for system enhancements and new feature releases.
• Assist users during system updates, enhancements, and release cycles.
• Ensure support activities align with organizational policies, compliance standards, and data security requirements.

Required Qualifications

• Experience in Application Support, Technical Support, Help Desk, Customer Support, or a related role.
• Strong customer service skills with the ability to support users of varying technical skill levels.
• Experience supporting SaaS, low-code, or no-code platforms.
• Familiarity with platforms such as ServiceNow, Salesforce, Appian, Microsoft Power Platform, or similar technologies.
• Experience using ticket management systems such as ServiceNow, Jira, Freshdesk, or comparable tools.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in a clear, user-friendly manner.
• Strong organizational skills with the ability to manage multiple priorities and requests simultaneously.
• Ability to work independently and collaborate effectively with cross-functional teams.

Preferred Qualifications

• Experience supporting regulatory, compliance-driven, licensing, permitting, or case management applications.
• Experience with user onboarding, training, documentation, or knowledge management.
• Experience participating in user acceptance testing (UAT) or supporting software releases.
• Familiarity with business process improvement and workflow optimization.

Key Skills

• Application Support
• Technical Support
• End-User Support
• Help Desk Support
• SaaS Applications
• Low-Code/No-Code Platforms
• ServiceNow
• Salesforce
• Appian
• Microsoft Power Platform
• Jira
• Troubleshooting
• User Onboarding
• Documentation
• UAT Testing
• Customer Service

Compensation

About Us

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