Customer Support Technician

HITRUST

Customer Support Technician providing technical support for HITRUST MyCSF solutions. Collaborating with users, creating support cases, and maintaining documentation.

Posted 6/9/2026full-timeFrisco • Texas • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Provide support to end users of HITRUST MyCSF solutions
Serve as a central point of contact for all user questions, problems, or requests
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
Provide both proactive and reactive support for overall IT questions
Maintain a high level of confidentiality regarding company and personnel information
Research and utilize documentation to assist with problem solving and resolutions for end-users
Collaborate cross-functionality with teams such as Product, Development, QA, Sales, and QC

Requirements

What you’ll need

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)

Benefits

Comp & perks

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Hard Skills & Tools

Help Desk supportDesktop supportConfigurationTroubleshootingAnalytical skillsDetail-oriented workCustomer administration tasksProblem solvingKnowledge base management

Soft Skills

Customer serviceTelephone skillsOrganizational skillsCommunication skillsCollaborationConfidentialityProactive supportReactive support