Technical Product Support Specialist Iii

Technical Product Support Specialist III

This is a remote position.
Ad Hoc is a digital services company that helps the federal government better serve people. Our teams use modern, agile methods to meet the needs of our users while closing the gap between consumer expectations and government.

Work on things that matter
Our teams connect Veterans with services designed for their needs, help millions of people access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we’re also changing how the government thinks about and uses technology.

Built for a remote life
Ad Hoc is remote-first and remote-always. We’ve designed our culture, communications, and tools to support a nationwide team. Being remote allows Ad Hoc to bring the best people onto our teams and give them the freedom to create a work environment that fits their lives. Maybe you need to adjust your schedule to care for your family or take a bike ride. At Ad Hoc, that’s welcomed.

Committed to high expectations and a welcoming culture
Ad Hoc values acceptance, accountability, and humility. We aren’t heroes. We leave our egos at the door to learn from our mistakes and improve the process for the next time.. We build small, inclusive teams to bring the best of consumer technology to the problems of government.

Primary Responsibilities:

In this role, you will serve as an emerging individual contributor within a team, expanding your leadership, guidance and mentoring skills. With the support and guidance of leadership, you will be responsible for supporting the goal of meeting scope, schedule and delivery requirements. You will interact with stakeholders and utilize influential skills to drive improvements in technical support processes and practices. Primary expectations of a Technical Product Support Specialist III include:

• Provide mid-level/tier one Technical Product Support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level Technical Product Support, and troubleshooting more complex Technical Product-related issues

• Investigate escalated issues by reviewing initial support notes and gathering additional information from customers

• Update tracking system of incident logs and convey customer feedback to teams responsible for product development

• May escalate extremely technical or sophisticated issues to Technical Product Support engineers or management

• Advanced knowledge of organization's products and/or services, policies, terms, and conditions

• Provide quality customer service and have a functional understanding of product suite supported by the platform

• Participate in the analysis of call center data and insights to increase call center efficiency and suggest methods and tools to improve operations and service

• Help establish work procedures and processes that support program initiatives

• Develop and systematize call center management strategy in collaboration with internal stakeholders

• Communicate customer needs and common pain points to inform program decisions

• Lead, train, guide, and support team of call center specialists as the platform grows

Basic Qualifications:

• Bachelor’s degree and 5+ years of experience (13 years of experience without degree)

Preferred Qualifications:

• Experienced with Technical Product Support/call center support

Ad Hoc LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

In support of the Colorado Equal Pay Transparency Act, and others like it across the country, Ad Hoc job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility. The range of starting pay for this role is $70,000 - $90,000 Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.

job reference: TECHN001106

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)