Technical Support Analyst

Athena Technology Group • Arlington, VA

6d • Remote

About The Position

The Technical Support Engineer will be required to handle internal and external customer interactions via email, phone, online and/or messaging applications in support of Zscaler’s FedRAMP Cloud Solutions. The job responsibilities encompass coordination and collaboration with Federal Sales, Pre-Sales, Support, and Finance for new Support requests as well as working directly with Zscaler Engineering. The Engineer should be detail-oriented, process-driven, and proactive in responding to and handling different queries.

Requirements

• 5+ Years of Product Support experience, troubleshooting basic product/network issues
• Must be a U.S. Citizen

Nice To Haves

• Associate’s degree in information technology or related field or equivalent industry certifications

Responsibilities

• Ability to adhere to FedRAMP compliance requirements/assigned tasks
• Engage with multiple teams and act as POC for Federal Provisioning needs
• All support personnel will pass the following courses and achieve the following certifications within the first 90 days of hire: Zscaler for Users Essentials (Certification), Zscaler for Users Advanced (Certification)
• Other – As specified by Client over the lifecycle of the Agreement (certifications and training may vary as the availability/offering technology changes)
• Answering product related queries through Client’s Case application and inbound calls.
• Meeting SLAs.
• Ensure consistent Customer satisfaction (NPS/CSAT).
• Document all Customer communication in Client’s Case application
• Escalate cases to the next Skill Level in a timely manner
• Constantly work on upgrading tech and product skills.

Benefits

• Performance Bonuses and annual salary reviews
• Health, dental, and vision insurance
• Short Term Disability, Long Term Disability, and Life Insurance
• 401(k) plan with company match
• Opportunities for professional growth and development
• A collaborative and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree