Technical Success Support Analyst - Remote

Overview

PingWind is looking for a Technical Success Support Analyst to support the Government with administering grants using a Commercial Off the Shelf (COTS) solution. This role involves providing help desk support, monitoring issue resolution, and closely collaborating with customers to solve problems.

In Short

• Work as team lead, monitoring issue resolution
• Triage customer system issues and test resolutions
• Liaison between customer and development teams
• Navigate Salesforce and execute admin functions
• Identify customer pain points and areas for improvement
• Respond to customer issues and questions
• Create and update user guides and training materials
• Host regular calls with clients and team members
• Lead requirements gathering for enhancements
• Support QA and UAT testing

Requirements

• Bachelor's Degree in Information Technology or related field
• 4+ years of relevant experience in Customer Support
• Salesforce Certified Administrator preferred
• Experience with COTS SaaS products
• Strong skills in Microsoft Office tools
• Excellent verbal and written communication skills
• Ability to analyze and resolve problems quickly
• Demonstrated ability to work in a team environment
• Basic software testing knowledge
• Customer-centric approach

Benefits

• Paid Federal Holidays
• Robust Health & Dental Insurance
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program