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Technical Support Specialist - Tier I

Hypori Inc, a leading provider of SaaS cybersecurity solutions, is transforming secure mobility for federal and commercial customers, including the United States Army. Hypori’s secure virtual workspace enables users to access critical data and apps from any mobile device without compromising user privacy. From commercial IP to national security level intel, Hypori protects critical data from every type of threat. Learn more at https://hypori.com.

Technical Support Specialist – Tier I

Overview 

Hypori is a leading provider of SaaS cybersecurity solutions that focuses on transforming secure mobility for Federal and Commercial customers, including the United States Army. Its secure virtual workspace allows users to access critical data and applications through any mobile device while maintaining user privacy. Hypori is committed to protecting critical data from all types of threats. 

Position Overview 

Hypori is seeking a driven and skilled Technical Support Specialist - Tier I to join our team. This role involves providing fast and effective support to customers, responding to queries through the customer support system via phone, email, or chat, diagnosing issues, implementing solutions, and assisting with basic end user training. Technical Support Specialists will contribute to the creation of knowledge articles, training manuals, and customer-facing materials, draft customer communication and provide support through various channels. 

To ensure success in this role, you must have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure, and AWS (Amazon Web Services) platforms. 

Responsibilities

  • Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat). 

  • Diagnose issues with computer software and hardware. 

  • Use software diagnostic tools to identify problems. 

  • Guide clients through basic troubleshooting and problem-solving processes. 

  • Provide basic end-user training. 

  • Create knowledge articles, training manuals, and customer-facing materials. 

  • Draft written customer communication and respond to internal support channels. 

  • Complete support tickets. 

  • Participate in an On-Call Rotation and potentially work various shifts. 

  • Make recommendations to improve operational efficiency. 

Qualifications

  • Must be a United States citizen as a security requirement for the clients this role will support. 

  • Must be located in the continental USA (all US states except for Alaska and Hawaii). 

  • Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation. 

  • Must have an Information Assurance Technical (IAT) Level 1 (i.e., A+ CE, CCNA Security, CND, Network + CE, Security+ or SSCP) certification or higher. 

  • An associate degree in computer science or related field or an equivalent combination of education and experience

  • At least one year working as a Customer Support Specialist.

  • A strong working knowledge of computer systems, hardware, and software. (Linux, Android, and cloud solutions preferred)

  • Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues. 

  • Strong customer service skills

  • Excellent communication and interpersonal skills.

  • An openness to learning new technologies.

  • Strong ownership and bias for action. 

About Us

Hypori Inc. provides a generous benefits package that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment. We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce. 

Hypori is an Equal Employment and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law. 

At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact hr@hypori.com for assistance.

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