User Support Specialist

5 days ago

Remote, Oregon, United States CTA Incorporated Full time $60,000 - $75,000 per year

This position is a full-time remote position in a work at home environment.

This is an opening for User Support Specialist to support users of a custom business process support application suite, with job duties to include…

  • Be an expert in the purpose and use of the application suite
  • Be an expert in the users' business context, processes, and objectives within the application suite
  • Respond to and resolve user questions and issues
  • Collect and document user feedback
  • Build and lead user training presentations
  • Provide analysis of user feedback, issues, and insights in support of team efforts
  • Write and maintain application user Help content

A strong candidate will have the following characteristics...

  • Strong experience and proven success in providing successful, supportive, and efficient support to users via phone, chat, email, virtual meeting, and in person
  • Experience supporting complex, web-based interactive application solutions
  • Familiarity with basic UX and UI design patterns and usability factors and experience applying these patterns to create successful and efficient application solutions
  • Experience with Agile development models
  • Experience with US Department of Defense or federal government environments and software projects is a plus
  • Strong emphasis on defining and clearly documenting repeatable design patterns that can be easily referenced to guide rapid, consistent implementation of user support mechanisms
  • Strong self-driven work ethic with capability to be reliably productive in a work-at-home environment
  • Comfortable in a schedule-driven, highly iterative environment with a focus on quick starts and rapid, feedback-driven iteration
  • Enthusiastic and energetic team player who enjoys working collaboratively as part of a mixed-role/multi-disciplinary group
  • Strong analytical and organization skills
  • Growth-oriented outlook with strong learning skills and capability to identify, originate, and leverage new approaches independently
  • Creative problem solver who can perceive and explore a range of solution options and quickly identify and leverage the most productive pathways
  • Service mindset with a strong instinct for excellence and a desire to build effective solutions to respond to and meet user needs and serve client business objectives
  • Strong "user first" orientation and focus on understanding the users' context and business almost as well as they do
  • Excellent communicator
  • Flexible and adaptable to a wide range of tasks and approaches

A bachelor's degree is required for this position, preferably in a computing, information systems, or related discipline.

As part of the hiring process, CTA will conduct a standard commercial background check and verify I-9 documentation, as required by law.

Job Type: Full-time

Pay: $60, $75,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Vision insurance

Work Location: Remote

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