ABOUT BITFOCUS, INC. 

Founded in 2003, Bitfocus, Inc. is changing the way communities nationwide integrate software, systems, data, and policy to innovate and strengthen the nation's social safety net.  We develop software and administer data systems that affect and change lives, connecting our most vulnerable populations to the most effective resources available in their communities. Our products empower organizations and communities to better leverage their resources, helping them to become data-driven in their efforts in all areas of health, human, and social services.

Our diverse and inclusive culture has played a key role in our success at Bitfocus.  Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability.

ABOUT OUR TECHNICAL SUPPORT TEAM: The Technical Support Team is a team of skilled and talented individuals united and dedicated to delivering the 11-Star Experience through support and service to users of Bitfocus software. We apply our individual and collective knowledge, experience, and passion to deliver effective solutions to all those that we support; including each other.

The TST supports users and administrators of Clarity Human Services as subject matter experts of the software. We provide service through multiple channels including email, phone and chat. We value excellence in support, deep knowledge and testing of our new and existing software features and perpetually exceeding expectations!

SUCCESS/IMPACT STATEMENT: As a member of the Technical Support Team your goal is to deliver the 11-Star Experience in ALL customer interactions. You will be engaging with the front line workers in our communities and directly contributing to our mission of ending homelessness. You will utilize HMIS experience to become a Clarity Human Services subject matter expert and combine that experience with your love of customer service and exceeding expectations to drive customer success.

AS A TECHNICAL SUPPORT AGENT, YOU WILL: (NOTE - THIS IS A FULLY REMOTE / WORK AT HOME POSITION WITH THE HOURS OF 8AM - 5PM PST MONDAY THROUGH FRIDAY)

• Provide exceptional system, administrative and operational support to customers on a daily basis.
• Manage and support help desk tickets, call and chat while maintaining Service Level Agreements utilizing Zendesk and other tools.
• Showcase your critical thinking and problem resolution expertise by analyzing and processing reported issues.
• Become a subject matter expert on Continuum of Care concepts and activities.
• Hold quality assurance in the highest regard.
• Serve as a technical resource for user documentation.
• Speak up and recommend innovative solutions, work with other teams to test and implement those solutions.
• Deliver effective solutions by analyzing and creating tickets.
• Configure systems to meet local client objectives.

YOU WILL LOVE THIS POSITION IF:

• You are energized by helping people and exceeding expectations one ticket at a time.
• You love working with data to drive better decision making.
• Problem solving is your jam and you think critically and act with high emotional intelligence when making decisions.
• You enjoy the challenge of doing more than one thing at a time, while still offering customers the best possible experience.
• You are a "We" versus "I" person and can work collaboratively within a high performing team.

REQUIRED EXPERIENCE THAT DRIVES SUCCESS IN THIS ROLE:

• You have at least two (2) years of experience in a similar role that emphasized technical assistance with complex systems.
• HMIS experience is highly preferred to be successful in this role.
• Understanding and previous exposure with databases.
• Experience with software applications and programming.
• Details are your best friend.

WHAT MAKES YOU STAND OUT:

• Experience using Clarity software.
• You are known for your 5 star ratings with current and previous customers.
• Previous team collaboration in a remote / virtual setting.

HOW WILL BITFOCUS SUPPORT YOU:

• Work in a fully remote / virtual environment.
• A unique, friendly and caring culture! Hear more from our employees on Glassdoor.
• Medical, dental, vision insurance
• 401K Retirement Plan
• Paid parental leave
• Paid time off
• Paid volunteer time off
• Bitfocus primarily uses Apple computers; all new employees receive either an iMac or MacBook Pro to use in their role at Bitfocus
• Opportunities for professional growth and development