Technical Support Specialist – Tier 1

Hypori is seeking a dedicated and technically proficient Customer Support Specialist - Tier 1 to join our dynamic team. In this role, you will be instrumental in providing first-line technical assistance to users of Hypori's cutting-edge virtual workspace solutions, ensuring seamless and secure access to critical enterprise data and applications across various mobile devices.

As a Customer Support Specialist - Tier 1, you will be responsible for addressing customer inquiries and technical issues received via email and support tickets. Your primary objective will be to deliver timely and effective technical support, guiding users through troubleshooting processes, and resolving challenges related to our virtual mobile infrastructure and associated software. This position requires a strong understanding of computer systems, software, and mobile operating environments, coupled with excellent problem-solving and communication skills to uphold Hypori's commitment to exceptional customer experience and robust security standards.

Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, chat, and ticketing systems. Meet established SLAs for response times.

• Diagnose, troubleshoot, and resolve issues with the Hypori VMI platform, including Android virtual workspace access, application configuration, and connectivity in cloud environments (AWS).

• Log, track, and manage support tickets. Document issues, troubleshooting steps, and resolutions accurately.

• Escalate complex or unresolved issues to Tier 2/Tier 3 with thorough documentation. Maintain ownership and provide customer status updates.

• Assist with user account provisioning, access management, and onboarding in DoD-compliant environments per security protocols.

• Deliver end-user training on Hypori platform usage, security best practices, and supported hardware/software configurations.

• Participate in on-call rotation for after-hours support coverage as operationally required.

Qualifications:

• Must be a US Citizen.

• Must have a DoD Security Clearance with a Single Scope Background Investigation.

• Must have IAT Level II certification. (Security +)

• At least 1 year experience working as a Customer Support Specialist.

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

• Good problem-solving, analytical, and team-working skills.

• Strong customer service skills

• Excellent communication and interpersonal skills.

• An openness to learning new technologies.

Pay range:

• $55,000 - $65,000 USD + 10% Bonus