Technical Support Representative - (US Remote)

In this role as a Technical Support Representative, you will be actively working with our PRISM and FedConnect customers to ensure their questions and issues are triaged, addressed, and resolved in a timely manner. The ideal candidate for this role will enjoy functional problem solving and is proficient at working directly with end-users to understand what they seek to accomplish and the trouble they are having. Duties include providing telephone and email support to clients and working with development staff to resolve issues.

• Analyze, validate, and respond to client queries, issues, or requests in a timely and accurate manner via e-mail, ticket system, phone, and virtual meetings.
• Escalate issues to higher levels of support as needed, as well as setting customer expectations for follow-up and resolution.
• Work collaboratively across multiple teams to get to the bottom of customer-reported issues.
• Pivot between supporting customers utilizing multiple platforms.
• Document support articles to further self-service collateral for customers.
• Be the face of Unison to our customers, treating them with patience, empathy and empowering our customers to resolve problems themselves.
• Become a specialist for Unison’s suite of products.

• • Strong customer service acumen that has been demonstrated in an IT solutions environment.
  • Strong analytical skills with a talent for problem-solving and attention to detail.
  • Basic understanding of SQL databases.
  • Proven ability to handle defined periods of stress with professional poise.
  • Ability to communicate clearly both orally and in writing with teammates, management, developers, and clients.
  • Demonstrated ability to drive challenging technical problems to resolution while also keeping clients and staff up to date on progress along the way.
  • Works both independently and as part of a team, including excellent organization and time management skills.
  • Ability to handle multiple clients and open issues.
  • Motivated self-starter with a bias for action.
  • Ability to interact in a positive manner with internal and external contacts.
  • Functional proficiency in Microsoft Office suite.
  • Citizenship or Permanent Resident Required.
  • For some positions, applicants may need to be the subject of a security investigation and may need to meet eligibility requirements for access to classified information.
  • May be required to occasionally work later hours. 

   

•  The following qualifications are not required, but are a plus:

  • 3+ years providing functional support for software applications.
  • Experience in government functions such as federal acquisition, contract lifecycle management, and/or financial management is preferred.
  • Bachelor of Arts or Bachelor of Science Degree preferred but not required.