Technical Support Analyst (Helpdesk)
Core
Troubleshoot customer issues with Clarity Human Services software, escalate bugs to developers, and guide users on data reporting and HUD compliance.
Role type
Technical Support Analyst (Helpdesk)
Builds
Clarity Human Services software platform for homelessness service providers
Domain
Social services / Non-profit technology / HMIS
Deliverable
client delivery
Required skills
Customer-facing support experience, diagnostic curiosity, clear communication, organization and attention to detail, calm under pressure, collaboration and self-direction
Preferred skills
IT support environment experience, remote team experience, Clarity Human Services HMIS experience, HMIS industry standards knowledge, technical support best practices
Technologies
Jira, Clarity Human Services, HMIS
Responsibilities
Resolve customer technical support tickets, guide customers through software navigation and data reporting, identify and escalate bugs via Jira, spot risks affecting data or compliance, build documentation and knowledge base content, participate in pre-release testing and QA/QC, gather customer feedback for product improvements
Seniority
Entry-level to Mid-level, individual contributor