30 Jul, 2019

Technical Support Specialist

  • BlackBag Technologies
  • Sterling, VA, USA
Full time Developer

Job Description

Do you enjoy solving problems? Do you find it rewarding to help others? Do you like working with software? BlackBag Technologies, a leading digital forensics company, is seeking a Technical Support Specialist, working with our Customer & Support team. 

We are looking for a full-time entry-level candidate, responsible for technical customer support, focusing on our suite of forensic software products. This position is responsible for providing support to our forensic software customer base through our technical support portal, phone, and email communications. Applicants should feel comfortable working in a smaller, entrepreneurial environment.  

Responsibilities:

  • Communicate with customers via phone, email and Zendesk ticketing system
  • Explain and troubleshoot BlackBag software features on Windows OS, MacOS, iOS and Android
  • Troubleshoot software licensing tool
  • Resolve customer requests in a positive, concise, and timely manner
  • Test and reproduce customer reported issues
  • Communicate customer needs and desires to the Engineering team with clear and thorough written documentation
  • Collaborate with internal teams via various communication platforms
  • Assist the Engineering team as needed

Qualifications

  • Strong oral and written communication skills
  • Self-motivated with the ability to work independently
  • Ability to prioritize external and internal support requests
  • Strong attention to detail, with the ability to extract detail from customer emails using analytical skills to uncover the nature of the problem
  • Ability to learn software features and teach functionality concisely via phone or email
  • Have an optimistic approach to finding and communicating solutions
  • Ability to be patient, understand the customer’s issue and adjust the level of technical explanation for novice to advanced customer
  • High aptitude for learning new technologies

Preferred qualifications

  • Enthusiastic about helping others and solving problems
  • Experience or high interest in digital forensics
  • Experience with troubleshooting macOS, Windows OS, iOS and Android
  • Experience with Jira tracking software
  • Experience working with law enforcement

Compensation: Competitive salary and benefits with bonus potential. Compensation is commensurate with experience and ability. 

Location: We are interested in candidates in the Sterling/Ashburn, Virginia area. 

Office locations: Sterling, VA, San Jose, CA or work remotely from home living in the Eastern time zone with the ability to work the hours Monday thru Friday 8 am – 5 pm in Eastern time.

BlackBag’s Mission Statement: Reveal the truth in data in order to create a safer world.

 About BlackBag (www.blackbagtech.com): BlackBag Technologies is a leading provider of digital forensic solutions to both the public and private sectors.  The company serves a diverse set of clients including Federal, State, and Local law enforcement agencies as well as leading Fortune 500 companies.  We are committed to developing innovative solutions for the security community.