Technical Support Analyst

Ampcus, Inc; Richmond (VA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Parking

Job summary

Ampcus Inc. is seeking a Technical Support Analyst to support an online regulatory platform used by over 12,000 organizations.

The role focuses on triage, troubleshooting, user guidance, and knowledge base maintenance, with emphasis on data security and policy compliance. Candidates should bring strong customer service experience, familiarity with SaaS or low-code platforms, and the ability to work with cross-functional teams in a government/regulatory context.

Qualifications

• Experience in technical support, help desk, or application support.
• Experience providing customer or technical support for SaaS or low-code/no-code applications.
• Strong communication skills to translate technical concepts into user-friendly guidance.
• Experience supporting government, regulatory, or compliance-driven applications preferred.
• Familiarity with ticket management systems such as ServiceNow, Jira or Freshdesk.

Responsibilities

• Serve as the primary contact for end users seeking help with regulatory case management or licensing applications.
• Triage, diagnose, and resolve user-reported issues, escalating when needed.
• Guide users on system functionality, workflows, and data entry best practices.
• Document requests, incidents, and resolutions in the ticketing system.
• Assist onboarding new users, including access requests and orientation.
• Create and maintain user-friendly support materials such as quickstart guides, FAQs, and knowledgebase articles.
• Conduct routine quality checks to validate system behavior and identify issues.
• Collaborate with analysts and developers to communicate recurring issues and improvements.
• Support release cycles by testing new features and guiding users through changes.
• Ensure all support activities align with agency policies and data security standards.

Skills

Customer service

Communication

Multitasking

Independent working

Tools

ServiceNow

Jira

Freshdesk

Job description

Overview

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented team.

Job Title: Technical Support Analyst

Location(s): Richmond, VA

Role Description, Day to Day: A new online regulatory platform was launched to enable charitable organizations to submit digital applications and renewals more efficiently. The platform supports more than 12,000 registered organizations and replaces traditional manual processes with a modern, streamlined online experience. This initiative is part of a long-term enterprise modernization program focused on enhancing digital services, improving operational efficiency, and delivering a better experience for both external users and internal stakeholders. Over the next decade, the platform will be expanded to support multiple regulatory programs, with ongoing support from the organization's Information Technology, Administrative, and Financial Services teams.

Responsibilities

• Serve as the primary point of contact for end users seeking assistance with a regulatory case management or licensing application built on a low-code platform.
• Triage, diagnose, and resolve user-reported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization's ticketing system.
• Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining user-friendly support materials such as quickstart guides, FAQs, and knowledgebase articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and data security standards.

Qualifications

• Strong customer service skills, with the ability to remain patient, clear, and solution-oriented when assisting users of varying technical abilities.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or low-code/no-code applications (e.g., Salesforce, Appian, Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance.
• Experience supporting government, regulatory, or compliance-driven applications preferred.
• Detail-oriented, organized, and capable of managing multiple requests simultaneously.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with cross-functional teams.

Additional Information

• IN PERSON IVs required - NO EXCEPTIONS.
• PARKING is available for this position at a cost per month.

Skills and Experience

• Extensive experience providing customer service in technical support, help desk, or application support environments (8 Years).
• Strong communication skills with the ability to translate technical concepts into clear, user-friendly guidance (8 Years).
• Experience providing support for SaaS or low-code/no-code applications (8 Years).
• Experience in testing complex systems to ensure business needs are met (8 Years).
• Detail-oriented, organized, and able to manage multiple requests simultaneously (8 Years).
• Ability to work independently while collaborating with cross-functional teams (8 Years).
• Experience supporting government, regulatory, or compliance-driven applications (Preferred, 5 Years).
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk) (Preferred, 2 Years).

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.