Technical Product Support Specialist III

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This is a remote position.

Ad Hoc is a technology company that empowers organizations to deliver scalable, impactful digital services. Using modern, agile methods, our team creates products that meet people's needs and transform their experience of government.

Work on things that matter

Our collaborations have shaped some of the defining moments in public-sector service delivery. We've helped build products that connect Veterans to tailored services, help millions 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 approaches technology.

Built for a remote life

Our culture, communications, and tools are built for remote work, enabling us to bring together top talent nationwide. At Ad Hoc, remote life empowers our teams to design work environments that fit their lives and that foster flexibility and collaboration to achieve positive outcomes for our customers.

Committed to high expectations and a welcoming culture

Ad Hoc values acceptance, accountability, and humility. We aren't heroes. We learn from our mistakes and improve the process for the next time. We build small, inclusive teams to collaborate closely with our partners to solve the right problems and deliver software that works.

The Veterans Affairs business unit helps transform the VA into a modern digital services organization where Veteran outcomes are at the center of every effort. We partner with the VA to design and deliver seamless user experiences for Veterans, their families and caregivers, and VA employees. By applying better practices in service design, product management, and technology, we enable the VA to increase the use, quality, and reliability of services and decrease the time Veterans spend waiting for outcomes.

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 two 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 3+ years of experience
  • 11 relevant years of experience may be substituted for education
• Experienced with technical product support
• Understanding of basic software engineering terminology

Preferred Qualifications:

• Experience with Slack and Slack Workflows
• Experience with GitHub Issues and projects

To learn more about working at Ad Hoc, please visit:

Benefits:

• Company-subsidized health, dental, and vision insurance
• Flexible PTO
• 401K with employer match
• Paid parental leave after one year of service
• Employee Assistance Program

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 various state and city equal pay transparency laws, Ad Hoc s 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 $65,000 - $80,000. Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.