[Hiring] Junior Technical Support Specialist @HS GovTech

Role Description

The Junior Technical Support Specialist serves as a frontline technical resource supporting HS GovTech's SaaS platform. This role is responsible for assisting customers with software questions, troubleshooting technical issues, documenting support cases, and providing configuration guidance.

The ideal candidate is customer-focused, technically curious, highly organized, and eager to learn complex software systems. This position offers opportunities to develop expertise in SaaS technology, municipal government software, application configuration, and technical problem-solving.

Key Responsibilities

• Customer & Technical Support
  • Provide Tier I and Tier II support for HS GovTech software applications.
  • Respond to customer inquiries via phone, email, ticketing systems, and remote support sessions.
  • Troubleshoot application, user access, configuration, and workflow-related issues.
  • Document customer issues, troubleshooting steps, and resolutions accurately.
  • Escalate complex issues to senior team members when necessary.
• Ticket Management
  • Manage support requests through JIRA, Jira Service Management, or similar ticketing platforms.
  • Maintain accurate and detailed case records.
  • Prioritize and track issues based on severity and business impact.
  • Ensure timely customer communication and follow-up throughout the issue lifecycle.
  • Meet established service-level expectations and support metrics.
• SaaS Platform Support
  • Assist customers with system navigation, software functionality, user permissions, and basic configuration changes.
  • Support clients in understanding workflows, forms, notifications, and application features.
  • Validate reported issues and reproduce problems when possible.
  • Participate in testing bug fixes and new product functionality.
• Customer Training & Guidance
  • Provide basic product guidance and end-user assistance.
  • Assist with creation and maintenance of customer-facing documentation and knowledge base articles.
  • Deliver excellent customer service while building positive customer relationships.
  • Communicate technical concepts clearly to non-technical users.
• Team Collaboration
  • Work closely with Technical Support, Product, QA, Development, and Implementation teams.
  • Share customer feedback and recurring issues with internal stakeholders.
  • Participate in team meetings, product training, and continuous learning opportunities.
  • Contribute to ongoing process and documentation improvements.

Qualifications

• 1-3 years of experience in technical support, application support, help desk, customer support, or SaaS support environments.
• Experience working with ticketing systems such as JIRA, Jira Service Management, Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to learn complex software applications and business processes quickly.
• Strong organizational and time-management skills.
• Experience managing multiple tasks and priorities in a fast-paced environment.
• Customer-focused mindset with strong attention to detail.
• Proficiency with Microsoft Office 365 and common web-based applications.

Preferred Qualifications

• Experience supporting SaaS or cloud-based software applications.
• Familiarity with government, municipal, regulatory, permitting, licensing, public health, or compliance software.
• Basic understanding of databases, SQL, APIs, or software integrations.
• Experience performing software testing or quality assurance activities.
• Experience delivering customer training or system demonstrations.
• Associate's or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field.
• Exposure to Agile development environments.

Technical Skills

• Preferred experience in one or more of the following:
  • JIRA / Jira Service Management
  • SaaS Application Support
  • User Account Administration
  • Software Configuration
  • Customer Relationship Management (CRM) Platforms
  • Microsoft Office 365
  • Web-Based Applications
  • SQL Fundamentals
  • API Fundamentals
  • Ticket Management & Documentation
  • Remote Support Tools

Core Competencies

• Technical Aptitude
• Customer Service Excellence
• Problem Solving
• Attention to Detail
• Effective Communication
• Team Collaboration
• Time Management
• Adaptability
• Continuous Learning
• Documentation & Knowledge Management

What Success Looks Like

• Resolves customer inquiries accurately and professionally.
• Maintains high customer satisfaction ratings.
• Demonstrates strong product knowledge and technical growth.
• Consistently meets service-level expectations and ticket management standards.
• Provides thorough and accurate case documentation.
• Successfully develops expertise in HS GovTech's software platform and municipal government workflows.
• Effectively collaborates with senior support, product, and engineering teams.

Hiring Profile Summary

The ideal Junior Technical Support Specialist candidate for HS GovTech is someone who has 1-3 years supporting SaaS software, is comfortable using JIRA or similar ticketing tools, possesses strong customer-facing communication skills, and demonstrates the aptitude to learn a highly configurable and complex municipal software platform. While advanced technical expertise is not required, candidates should show the analytical mindset and technical curiosity necessary to grow into a Senior Technical Support Specialist role.