Technical Support Analyst

Infoorigin inc -

Richmond, VA, United States

25 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

$89,440.0 - $97,760.0

Working hours

Shift work

Job source

www.indeed.com

Tech stack

JIRA Software as a Service Issue Tracking Systems Release Management Salesforce.Com Software Troubleshooting Appian Low-code Zendesk Servicenow

Job description

We are seeking a Technical Support Analyst to provide application and end-user support for a modern regulatory case management and licensing platform. The ideal candidate will have strong technical troubleshooting skills, excellent customer service experience, and the ability to support SaaS or low-code applications., * Provide technical and application support to end users.

Troubleshoot and resolve application-related issues.
Document incidents and service requests using a ticketing system.
Assist users with system functionality, workflows, and account access.
Support SaaS and low-code applications.
Create and maintain user guides, FAQs, and knowledge base articles.
Perform basic testing during application releases.
Collaborate with Business Analysts and Development teams to resolve issues.
Ensure compliance with organizational security and regulatory standards.

Requirements

Experience in Technical Support, Application Support, Help Desk, or Service Desk.
Experience with ticketing tools such as ServiceNow, Jira, or Freshdesk.
Experience supporting Salesforce, Appian, Microsoft Power Platform, or other SaaS/Low-Code applications.
Strong troubleshooting, communication, and customer service skills.
Ability to manage multiple support requests in a fast-paced environment.
Experience supporting government or regulatory applications is a plus.