Customer Support Technician

Description

HITRUST is seeking a Customer Support Technician to provide support to end users of HITRUST MyCSF solutions. The Customer Support Technician will also serve as a central point of contact for all user questions, problems, or requests for information of any supported application or system. 

As a Customer Support Technician, you will work closely with the Product Development team to provide accurate problem analysis, short-term fixes, and recommended enhancements and testing.

Duties & Responsibilities:

• Create detailed support cases in JIRA on behalf of users via phone, online chat & email
• Create & maintain knowledge-based articles, FAQs, and How To documentation
• Escalate and coordinate with Level II support when needed
• Verify issue resolution on the customer’s behalf
• Perform customer administration tasks in MyCSF
• Utilize office productivity suite software to perform common management functions relating to job performance, in addition to updating or reviewing existing documentation
• Provide both proactive and reactive support for overall IT questions, specific technical questions, and support desk issue management (tickets) for the purpose of providing excellent customer service
• Maintain a high level of confidentiality regarding company and personnel information to maintain a professional work   environment
• Research and utilize a variety of documentation to assist with problem solving and resolutions for end-users
• Collaborate cross-functionality with teams such as Product, Development, QA, Sales, and QC to deliver high-quality solutions

Requirements:

• 1+ year previous Help Desk/Desktop support experience with a strong ability to configure and troubleshoot
• Ideal candidate will have strong help desk support / end user support experience coupled with great customer service and  telephone skills
• Ability to manage high volume support via phone, online chat, and email 
• Must have excellent analytical, written, and organizational skills and the ability to perform detail-oriented work
• The ideal candidate will have the ability to interface with individuals with varying technical knowledge
• Experience with Windows and Microsoft Office software 
• Experience with ticketing system (JIRA Service Desk a plus)
• Experience with knowledge base (JIRA Confluence a plus)
• Experience with Chat operations (Live Person a plus)

Nice to Haves:

• Understanding of Information Management 
• A+ or HDI Certification
• Familiarity with HITRUST’s products and MyCSF
• Experience working with APIs

About Us: 

HITRUST is an information protection standards organization and certifying body that enables organizations to demonstrate that they are taking the most proactive approach to cybersecurity, data protection, and risk mitigation.

Thousands of organizations across industries safeguard their sensitive information using the HITRUST framework, assurance program, and assessment tool to meet their information protection needs.

HITRUST is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

We prohibit discrimination and harassment of any kind based on race, color, region, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.