THIS IS A REMOTE POSITION.

We are continuously sourcing for talent while we await anticipated job openings. Candidates who apply to this role understand we may not have an immediate opening and wish to be considered for future opportunities.
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.

BASIC QUALIFICATIONS:

• Bachelor’s and 3+ years of experience
• Prior experience supporting enterprise software applications or tool suites, preferably in a federal or regulated environment.
• Ability to prioritize, triage, and escalate help desk tickets using IT Service Management (ITSM) or ticketing systems (e.g., ServiceNow, Jira Service Management).
• Familiarity with common troubleshooting techniques for web-based applications, user access issues, and basic configuration support.
• Experience following documented standard operating procedures, knowledge base articles, and escalation protocols to resolve user issues accurately and efficiently.
• Skilled in contributing to and updating support documentation and FAQs.
• Basic understanding of federal security standards, data privacy requirements, and Section 508 accessibility considerations relevant to user support.

PREFERRED QUALIFICATIONS:

• CompTIA A+, ITIL Foundation, or HDI Support Center Analyst certification.
  To learn more about working at Ad Hoc, please visit:https://adhocteam.us/join

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 job descriptions 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 $60,000 - $70,000. Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements

In this role, you will serve as an individual contributor within a team; upon the direction and guidance of leadership, you will be responsible for supporting the goal of meeting scope, schedule and delivery requirements. Primary expectations of a Technical Product Support II 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 stakeholdersCommunicate customer needs and common pain points to inform program decisions