Technical Support Analyst (Helpdesk)

📋 Description

• Resolve customer issues by working technical support tickets at your tier, researching and
• Guide customers through the software by helping them navigate Clarity Human Services, build and
• Troubleshoot bugs and escalate with care by identifying bugs, creating Jira tickets independently
• Spot risk early and use judgment to recognize when an issue could affect a customer's data
• Build shared knowledge by partnering with the documentation team on user guides, FAQs, and
• Help ship better releases by joining pre-release sprint testing and QA/QC with the development

🎯 Requirements

• At least 1 year in a customer-facing support role, helping customers, troubleshooting technical
• A degree or certification in computer science, information technology, or a related field, or
• Diagnostic curiosity: ability to dig into problems, find root causes, and offer solutions or
• Clear communication: ability to explain technical concepts in writing and verbally to both
• Calm under pressure: active listening, accurate information, and managing customer expectations in
• Organization and attention to detail: juggling multiple inquiries without dropping details.

🎁 Benefits

• Exceptional culture, real mission: Join a team that leads with care and is genuinely committed to
• Comprehensive healthcare: 100% employer-paid medical, dental, and vision coverage for employees
• Mental health support: A confidential Employee Assistance Program plus in-network therapy options.
• Generous parental leave: 12 weeks paid, for growing families.
• Real time to recharge: Three weeks paid vacation, two paid volunteer days, and a paid R&R Week
• Retirement match: 401(k) with a 4% company match.