About this role
We are seeking a customer-focused Technical Support Analyst 4 to support a newly launched digital platform used by charitable organizations throughout the Commonwealth of Virginia. This position plays a critical role in helping users navigate a modern regulatory application system and ensuring a positive customer experience.
The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency.
What You'll Do
Required
The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency.
What You'll Do
- Serve as the primary point of contact for users seeking assistance with a regulatory case management and licensing application.
- Troubleshoot, diagnose, and resolve application-related issues.
- Escalate more complex technical issues to appropriate support teams when necessary.
- Guide users through system functionality, workflows, application submissions, and data entry processes.
- Document incidents, requests, and resolutions within the ticketing system.
- Support user onboarding, account access requests, and system orientation.
- Create and maintain user support materials, including FAQs, knowledge base articles, and quick-reference guides.
- Perform routine quality assurance checks to identify potential issues and ensure proper system functionality.
- Collaborate with business analysts, developers, and other stakeholders to communicate recurring issues and recommend improvements.
- Assist with application updates, release testing, and user communications related to new features.
- Ensure all support activities comply with agency policies, security standards, and regulatory requirements.
Required
- Strong customer service and problem-solving skills.
- Experience in a help desk, technical support, application support, or customer support environment.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts in a clear, user-friendly manner.
- Strong organizational skills and attention to detail.
- Ability to manage multiple requests while maintaining a high level of customer service.
- Experience using ticketing systems such as ServiceNow, Jira, Freshdesk, or similar platforms.
- Ability to work independently and collaborate effectively with cross-functional teams.
- Experience supporting SaaS, low-code, or no-code platforms such as Salesforce, Appian, Microsoft Power Platform, or ServiceNow.
- Experience supporting government, regulatory, licensing, or compliance-based applications.
- Familiarity with user training, knowledge base development, and application testing.
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