User Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a User Support Specialist based in United States.

• This role provides frontline technical support for users of a mission-critical platform supporting federal operations.
• You’ll serve as a key point of contact for user questions, troubleshooting issues and ensuring timely resolution.
• Working within an Agile Scrum environment, you’ll handle Tier 1 and Tier 2 requests while coordinating Tier 3 escalations with technical teams.
• You’ll collaborate with functional subject-matter experts and the Functional Lead to diagnose issues and deliver effective support.
• The role also provides opportunities to contribute to system testing, technical documentation, and process improvements during lower-volume periods.
• Strong communication, organization, and customer service skills will be essential in a collaborative, mission-focused environment.
• This is a fully remote opportunity supporting work in the Defense and National Security sector.