About Unison: 

Unison’s products power the business of government to work smoother and smarter, making critical federal processes and acquisitions simpler and more effective. Trusted by over 200,000 federal employees and government contractors, our AI-infused software and deep domain expertise help contract shops, cost engineers, 1102s, program managers, and budgeting professionals cut through friction, keep compliance airtight, and sharpen decisions. Our federal focus brings efficiency, transparency, and clarity to complex data, regulations, and workflows, empowering agencies and executives to spend more minutes on mission and achieve strategic objectives. Unison is how federal business gets done. 

Unison Customer Support is seeking a proactive and empathetic Customer Support Representative. In this customer-facing role, you’ll serve as the first point of contact helping end users navigate the Unison software platforms and providing clear solutions to login, account access, and platform use issues.

• Be the face of Unison to our customers, treating them with patience, empathy and empowering our customers to resolve problems themselves.
• Assist end users via phone, chat, and help-desk tickets (e.g., Jira Service Management) with requests such as:
  • Account setup, access and deactivation
  • Password and login support
  • Basic feature guidance and navigation
• Deliver timely, secure and accurate best-in-class customer support
• Clearly communicate status and resolution steps to end users
• Document support articles to further self-service collateral for customers.
• Other duties as assigned

Work schedule & location:

• Monday–Friday, 11:00 AM – 8:00 PM ET
• Remote position with a requirement to be onsite at least once per year

• High school diploma or equivalent
• 2+ years of experience providing functional support for software applications; relevant post-secondary education may substitute for experience
• Demonstrated customer service acumen in a helpdesk or customer support environment
• Strong analytical and problem-solving skills
• Proven attention to detail and ability to maintain professional composure under stress
• Excellent oral and written communication skills across diverse audiences
• Capable of managing multiple clients and issues concurrently; motivated self-starter with efficient time management
• Positive and empathetic interaction skills with both internal and external stakeholders
• Functional proficiency in Microsoft Office (Word, Excel)
• Experience with help-desk ticketing systems, especially Jira Service Management
• U.S. Citizenship or Permanent Residency
• Willingness to occasionally work later hours, as needed

Qualifications that will bring you to the top of the list:

• 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.
• Experience using FedConnect and/or Virtual Acquisition Office (VAO) software platforms

Why Join Unison: 

Unison has pioneered the creation of innovative software for federal agencies, program offices, and government contractors worldwide. We believe that there is power in moving in unison. Our culture and values reflect this belief and are central to achieving our mission of powering the business of government. Rather than chasing short-lived tech trends, Unison delivers proven software that simplifies the complexities of federal business. Our technology combines innovative thinking with precise federal know-how, addressing critical details others overlook. Designed with purpose and engineered to endure, our software provides consistent performance, allowing federal agencies and contractors to stay focused on their missions.

Unison provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability status, age, genetics, veteran status, or any other characteristic protected by federal, state, or local laws.