Technical Support Representative (U.S. remote opportunity)

Overview

Our vision is a government that always makes astute, effective decisions, from the line-level to the C-level across federal agencies and their industry partners. Our culture reflects our foundational behaviors: Client service, flexibility, respect, stewardship, commitment, initiative, and teamwork. Unison employees care for our customers, teammates, and company success.

Our software products support more than 200,000 professionals across the U.S. federal government, including dozens of major DoD programs, and leading government contractors.We are hiring a Technical Support Representative for the Contract Lifecyle Management (CLM) Technical Support Team. You'll utilize your proven B2B software support skills and capabilities to assist Unison customers in understanding product features, troubleshooting and triaging software issues, and writing defects and stories based upon these interactions when needed. When our customers need help, you are responsible and empowered via knowledge guides and a supportive team of subject matter experts.

Responsibilities

• Respond to email, online and telephone support requests in an empathetic, courteous and timely manner
• Accurately troubleshoot, triage, test and resolve software support issues
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Complete all work assignments within the expected time frames
• Use clear, detailed written and verbal communication, providing concise details to internal teams and to the customer
• Over time, become a Subject Matter Expert (SME) in the CLM platform and share your knowledge freely with other team members to create high-trust team relationships
• Proactively participate in building support processes that improve and enhance CX and team efficiency
• Own your work and contribute to operational excellence and low-effort customer support experiences

Qualifications

A great fit for this position has:

• Bachelor’s degree in any Technology field or equivalent experience
• Minimum of one (1) year experience in a similar role
• Ability to successfully manage customer engagements accurately, interact effectively with non-technical and technical users, to completion and client satisfaction
• Exceptionally strong and professional communication skills
• Client service mindset oriented and believes in teamwork, collaboration, adaptability and initiative.
• Excellent follow-through with minimal management.
• Excellent technical, analytical and problem-solving skills, combined with the ability to provide quick resolution to problems while prioritizing and balancing multiple tasks.
• Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast-paced environment.

A standout candidate will also have:

• 3+ years of experience in a similar role
• Experience with software QA testing
• Oracle SQL experience
• Understanding of Gov Con and/or Federal Government acquisitions