Customer Support Specialist - Tier Ii – Swing/Night/Weekend Shifts

Join our innovative team to develop disruptive solutions transforming secure mobility for Federal and Commercial customers. Our innovative solution puts the power and speed of the cloud on any mobile device to enable users access to critical data and apps through a separate, secure virtual workspace. From commercial IP to national security level intel, Hypori protects data from every type of threat with zero data at rest. You can learn more about Hypori at https://hypori.com/. At Hypori, we believe top talent deserves top benefits and a challenging yet rewarding work environment. We are committed to creating an inclusive workplace for our employees and customers that embrace our differences and perspectives making us a stronger, more successful company. About the role We are looking for a skilled Customer Support Specialist - Tier II to provide fast and effective support to our clients. As a Customer Support specialist - Tier II, you will be required to respond to queries through the customer support system and over the phone, assess and diagnose issues, and implement effective solutions. You may also be required to provide basic end user training, modify software templates, and assist in resolving complex tier III issues. To ensure success in this role, you should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure and AWS platforms. Ultimately, a skilled customer support tier II technician provides fast and effective support. What youll do

• Diagnose issues with computer software, and hardware
• Write training manuals
• Participate in supporting 24/7/365 environment
• Advanced knowledge of help desk software and remote-access systems
• Must be able to obtain a DoD Security Clearance with a Tier 5 Investigation
• Respond to client support queries
• Complete support tickets
• Talk clients through basic problem-solving processes
• Must be a US Citizen
• Strong working knowledge of computer office applications, and operating systems. (Linux, Android, and cloud solutions preferred)
• 3+ years of experience working as a Customer Support Specialist
• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher
• Bachelors degree in computer science, information technology, or a similar field or an equivalent combination of education and experience
• Provide basic end user training
• Provide support through the customer support system, over the phone, or via remote access for both on premise and cloud environments
• Patience and understanding
• Excellent analytical and diagnostic skills
• High-level communication skills
• Must have a cloud industry computing environment certification or be able to obtain a Hypori certification with 3 months of the date of employment
• Must possess a DoD Security Clearance with a Tier 3 Investigation (Secret)
• Make recommendations to improve operational efficiency What you have
• Strong customer service skills About Us Hypori Inc. provides a great and generous benefits package to include medical, dental and vision, PTO, and life & disability packages. We also invest in our employees' futures by providing, technical training, tuition reimbursement, a 401k plan with employer matching contribution with vesting starting from DAY 1, and much, much more. Hypori is an Equal Employment/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status or any other characteristic protected by law. At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [email protected] for assistance. An equal opportunity employer/disability/vet. #Hypori #BI-Remote PI222926880
• Ability to troubleshoot complex hardware and software issues
• Follow up with clients
• Run software diagnostic tools