Customer Support Specialist-Tier I

Looking to join a disruptive technology and innovative team changing the way the world uses mobile technology and provides secure access to private data and resources? Then the Hypori team has a job for you! Hypori is a class-leading Virtual Mobile Infrastructure platform that delivers a managed and secure environment to power critical Mobility / BYOD programs. You can learn more about the Hypori product at https://hypori.com/. Hypori has an immediate need for a Customer Support Specialist-Tier I to be responsible for providing technical assistance with computer systems and software.

As a Customer Support Specialist-Tier I, you are responsible for responding to email, chat, phone queries, or customer support tickets and offering technical support and resolutions to customers.

To be a successful in this role, you should be well-versed in computer systems and have an understanding of Android, Azure and AWS cloud platforms. You should also have excellent interpersonal and communication skills.

What You'll Do

As a Customer Support Specialist-Tier you will:

• Gain feedback from customers to improve training methods.
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software in on prem and cloud environments.
• Train other staff on troubleshooting and diagnosing problems.
• Respond to queries on the phone, via email, or through remote access.
• Train computer users.
• Write and edit training manuals.
• Participate in an On Call Rotation.
• Run reports and analyze common complaints and problems.

Who You'll Work With

You will be part of a highly skilled and passionate team working in a dynamic and exponentially growing company and environment!

Who You Are

• Good problem-solving, analytical, and team-working skills.
• Must be a US Citizen.
• Strong customer service skills
• Must have the ability to obtain a DoD Security Clearance with a Single Scope Background Investigation.
• An openness to learning new technologies.
• A strong working knowledge of computer systems, hardware, and software. (Linux, Android, and cloud solutions preferred)
• At least 1 year experience working as a Customer Support Specialist
• Excellent communication and interpersonal skills.
• An associate's degree in computer science or related field or an equivalent combination of education and experience

Clearance (Required):

• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher.
• Must be a US Citizen
• Must be able to obtain a DoD Security Clearance with a Tier 5 Investigation
• Must possess a DoD Security Clearance with a Tier 3 Investigation (Secret)