Technical Support Analyst
$70,000–$80,000 year
On-site · Dulles Town Center, Virginia, United States
Job Summary
Provide technical software support for enterprise web and mobile applications, troubleshoot client issues, manage ticket lifecycles with AI-assisted knowledge retrieval, and meet SLAs for first response and resolution. Communicate effectively with customers, own issues from intake to resolution, coordinate calls and emails, and contribute to AI-assisted workflows and knowledge management. Demonstrate ownership, collaborate with cross-functional teams, and leverage Unanet’s ticketing system to resolve issues and improve customer outcomes.
Required Qualifications
- 3+ years of software technical support experience
- Strong verbal, written, and customer-facing communication skills
- Ability to provide both written and verbal technical support to customers, leveraging ticketing software, email, and web meetings
- Ability to use AI-assisted knowledge retrieval to identify and apply known resolutions
- Ability to work from 9:00am – 6:00pm ET
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