Technical Support Analyst 4 - IN PERSON IVs Required

• Serve as the primary point of contact for end users seeking assistance with a regulatory case management or licensing application built on a low code platform.
• Triage, diagnose, and resolve user reported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization's ticketing system.
• Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining user-friendly support materials such as quick start guides, FAQs, and knowledgebase articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and data security standards.

• Strong customer service skills, with the ability to remain patient, clear, and solution oriented when assisting users of varying technical abilities.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or low code/no code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, user friendly guidance.
• Experience supporting government, regulatory, or compliance driven applications preferred.
• Detail oriented, organized, and capable of managing multiple requests simultaneously.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with cross functional teams.
• Experience in testing complex systems to determine that business needs are met.: 8 years.

V-Soft Consulting is currently hiring for a Technical Support Analyst 4 for our premier client in Richmond, Virginia., V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks. As a valued V-Soft Consultant, you're eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.