Serve as the first point of contact for customer inquiries via phone, email, chat, and ticketing systems. Meet established SLAs for response times.
Diagnose, troubleshoot, and resolve issues with the Hypori VMI platform, including Android virtual workspace access, application configuration, and connectivity in cloud environments (AWS).
Log, track, and manage support tickets. Document issues, troubleshooting steps, and resolutions accurately.
Escalate complex or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and provide customer status updates.
Assist with user account provisioning, access management, and onboarding in DoD-compliant environments per security protocols.
Deliver end-user training on Hypori platform usage, security best practices, and supported hardware/software configurations.
Participate in on-call rotation for after-hours support coverage as operationally required.

Requirements

Must be a US Citizen.
Must have a DoD Security Clearance with a Single Scope Background Investigation.
Must have IAT Level II certification. (Security +)
At least 1 year experience working as a Customer Support Specialist.
A strong working knowledge of computer systems, hardware, and software. (AWS, Linux, Android, and cloud solutions preferred)
Good problem-solving, analytical, and team-working skills.
Strong customer service skills
Excellent communication and interpersonal skills.
An openness to learning new technologies.

Benefits

medical, dental, and vision insurance
parental leave
life and disability packages
401(k) plan with employer-matching contributions
performance bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingissue resolutionuser account provisioningaccess managementend-user trainingdocumentationcloud solutionsapplication configurationconnectivity

Soft Skills

problem-solvinganalytical skillsteamworkcustomer servicecommunicationinterpersonal skillsopenness to learning

Certifications

IAT Level IISecurity +