HMIS: Tech Support Agent One

At Bitfocus, we’re building more than software — we’re building solutions that help end homelessness and transform communities. As a mission-driven team, we strive to live by our core values - we lead with care, innovate with insider knowledge, and celebrate the power of community in everything we do.

We take pride in our work, support one another, and embrace smart risks that drive meaningful impact. We value authenticity, curiosity, and growth — and we believe work should be both purposeful and enjoyable.

Everyone at Bitfocus plays a role in creating an 11-star experience for our customers. If you're passionate about using your skills to make a difference, we’d love to have you on the team.

We hope you consider bringing your talent and drive, and join us in helping end homelessness!

We are seeking a highly motivated and experienced Tier One - Technical Support Analyst to join our Technical Support team. The vital role of all Technical Support Analysts at Bitfocus is ensuring a positive customer experience. Technical Support Analysts handle a high volume of diverse and often challenging tasks, requiring a combination of technical expertise and emotional intelligence delivering effective and empathetic support.  

At Bitfocus Inc., our Technical Support team's objective is to be a reliable and knowledgeable resource for customers, addressing their technical concerns and providing solutions that meet their needs. We play a critical role in troubleshooting and resolving issues, utilizing technical skills and problem-solving abilities to ensure customer satisfaction. By leveraging our technical expertise, mastery of internal tools and resources, and emotional intelligence, we contribute to Bitfocus’ success through exceptional customer support and continuous improvement.

They play a critical role in troubleshooting and resolving issues, utilizing technical skills and problem-solving abilities to ensure customer satisfaction. By leveraging their technical expertise, mastery of internal tools and resources, and emotional intelligence, they contribute to Bitfocus’ success by delivering exceptional customer support and continuously improving the customer experience.

The successful candidate will use our ticketing architecture and internal resources to handle a high volume of diverse tasks and play a critical role in troubleshooting and resolving issues.  

Tier One - Technical Support Analysts focus on basic to intermediate customer inquiries, providing timely solutions and contributing to a seamless customer experience. They will collaborate with Tier Two and Tier Three analysts, escalating complex issues when necessary to ensure customers receive the highest level of assistance.

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.

THIS IS A FULLY REMOTE, FULL-TIME POSITION - SUCCESSFUL CANDIDATES WILL BE REQUIRED TO WORK FROM HOME.

Compensation: 

We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary. This role has an annual targeted total compensation range of $39,000 - $82,000, which includes variable compensation (bonus) eligibility.

(Most candidates join us at the lower half of the range to leave room for growth, learning, and development; we negotiate actual salaries with final candidates based on experience in similar roles and expertise related to qualifications)

Candidate AI Usage Policy:

At Bitfocus, we are committed to fostering a hiring process that reflects each candidate’s unique skills, experience, and perspective. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples.

We understand that some candidates may require accommodations that involve the use of AI. If you require such an accommodation, please contact us in advance at people@bitfocus.com. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed.

Remote Work Setup Requirements:

To ensure a productive, secure, and high-quality work environment, all employees must have the following workspace setup before their first day at Bitfocus:

Private & Secure Workspace

• Dedicated Space: You must have a private, quiet, and secure room that is free from distractions, background noise.

Internet Connection & Equipment

• Reliable Provider: Your internet connection must be high-speed and reliable (e.g., Cable, DSL, or Fiber Optic).
• Minimum Performance Standards: Your wired connection must meet or exceed the following speed and latency requirements (You can run a speed test here):
• Download Speed: 50 Mbps
• Upload Speed: 20 Mbps
• Latency (Ping): 50 ms or less

About the Technical Support Team:

The Technical Support team at Bitfocus is a united team of skilled and talented individuals dedicated to delivering the 11-Star Experience through support and service. 

We apply individual and collective knowledge, experience, and passion to deliver effective solutions to all those that they support, including each other. They believe that the 11-Star Experience is a "given" for all those we support and that it starts within the team.

As a Tier One - Technical Support Analyst, you will:

• Solutions: Require limited assistance to resolve common and documented issues at both basic and intermediate levels. Independently reference documented information, particularly from internal resources & public facing Help Center, to address more common support and reporting issues. Develop knowledge in the utilization of HUD resources, including HUD Resource pages. Responsibilities include researching, developing, and deploying solutions to address new and emerging issues, ensuring timely resolution for customers. Collaboration with Tier 2 analysts is essential for escalating complex problems for further investigation and resolution.
• Learning: Continuously advance your knowledge of Bitfocus software, its features, applications, and the advantages it offers. Stay updated with the latest industry trends and best practices to provide accurate and up-to-date information to customers.
• Tech Support Tickets & More: Solve basic to intermediate tech support tickets at an entry-level. Responsibilities include collecting, analyzing and documenting customer requests and information for targeting fulfillment and escalation to another tier when necessary. Additionally, completing special assignments as directed by the team manager or shift lead.
• Support: Proficiently troubleshoot bugs and independently create effective JIRA tickets. Offer extensive customer support for Clarity Human Services and Reporting. This includes aiding with basic HUD and Federal Partner reporting, and conducting Clarity Human Services Data Analysis. Responsibilities also involve guiding customers through software navigation, troubleshooting issues, and promoting efficient software utilization. Basic proficiency in data analysis tools, including creating and editing data outputs, understanding navigation structures, and administering software permissions. Additionally, a foundational understanding of documented specifications and reporting systems, navigating HUD and partner sites for reference, and resolving basic tickets.
• Tasks: Complete special tasks assigned by the Technical Support Manager or Shift Lead. This may involve specific projects, additional training, or other responsibilities to support the team and enhance customer support operations.
• Documentation: Serve as a technical resource for user documentation, ensuring that customer-facing materials are comprehensive, accurate, and easily understandable. Collaborate with the documentation team to contribute to the creation and maintenance of user guides, FAQs, and knowledge base articles.
• QA/QC: Demonstrate the ability to analyze, test, document, and present functionality included in sprint testing to others effectively. Actively participate in mid-level pre-release sprint testing and quality assurance/quality control (QA/QC) procedures. Collaboration with the development team is crucial to conduct product testing and evaluation, ensuring that software updates and enhancements meet established quality standards and function as intended.
• Customer Experience: Continually identify opportunities to improve the overall customer experience. Proactively gather feedback from customers, analyze their pain points, and suggest enhancements or change initiatives to address these opportunities. Work closely with the Customer Experience team and other stakeholders to implement improvements and deliver exceptional customer service.

What you bring:

• Clarity Human Services: You possess familiarity or expertise in Clarity Human Services functionality, including a strong understanding of its features, capabilities, and workflows. You are able to provide effective support and guidance to users of Clarity Human Services.
• HMIS/Technical Support: You have knowledge and understanding of relevant industry standards related to HMIS (Homeless Management Information System) and technical support. You stay updated with industry trends, regulations, and best practices.
• Remote Team: You have experience working on a completely remote team, demonstrating effective communication, collaboration, and self-motivation skills in a remote work environment.
• Troubleshooting: You possess excellent analytical and troubleshooting skills to diagnose and resolve technical issues efficiently. You are able to investigate problems, identify root causes, and provide appropriate solutions or workarounds.
• Working Under Pressure: You work effectively under pressure and meet deadlines while maintaining a high level of quality and professionalism in customer support. You stay calm and composed in stressful situations, managing customer expectations appropriately.
• Strong Customer Service Skills: You have exceptional customer service skills, demonstrating patience, empathy, and professionalism in all interactions. You are able to actively listen to customer concerns, provide accurate information, and deliver solutions that meet their needs.
• Team Player: You are a strong team player who collaborates effectively with colleagues and other departments. You have a willingness to contribute to the broader efforts of the team and company, sharing knowledge and supporting team goals.
• Tech Savvy: You possess strong technical skills and a deep understanding of databases and data analysis. You are comfortable working with technical tools and software, and able to assist customers in utilizing technology effectively.
• Committed Advocate: You believe in the transformative power of strong data systems and are committed to helping communities realize that vision. You are passionate about improving lives through data-driven solutions.
• Clear Communicator: You have excellent interpersonal and written/verbal communication skills. You are able to communicate technical concepts in a clear and understandable manner to both technical and non-technical audiences.
• Analytical: You are process-oriented mindset and continuously seeks to improve efficiency and effectiveness. You are able to analyze complex situations, identify patterns, and propose innovative solutions.
• Creative Problem Solver: You are an innovative thinker who can bring out-of-the-box solutions to complex problems and unique use cases. You are able to think critically and adapt approaches to meet diverse customer needs.
• Multitasker: You are proficient in multitasking, prioritizing tasks, and managing time effectively in a fast-paced support environment. Able to handle multiple customer inquiries simultaneously while maintaining attention to detail.

We’re excited about you because:

• You have demonstrated experience of 2+ years in a customer-facing support role, preferably in a technical or IT environment. This includes experience in providing assistance, troubleshooting technical issues, and delivering high-quality customer service.
• You have a degree or certification in computer science, information technology, or a related field is preferred.
• You have a proven understanding of best practices for delivering exceptional customer service.

Why Bitfocus:

Our benefits are designed to support you in all aspects of your health and well-being—social, physical, emotional, and financial.

• Exceptional Culture & Mission-Driven Work
• Comprehensive Healthcare (100% Employer-Paid for Employees)
• 12 Weeks Paid Parental Leave
• R&R Week (Paid Week Off at Year-End)
• Three Weeks of Paid Vacation + Two Volunteer Days Per Year
• 401K Retirement Plan (4% Match)
• Flexible Work Hours & Remote-First Culture
• Career Growth Plans for Each Role

A Note on Your Security:

We want your application experience to be safe. Please stay vigilant against recruitment scams; Bitfocus will never ask for your banking information during an interview, and all official emails will originate strictly from @bitfocus.com. If something feels off or you suspect fraud, don't hesitate to reach out to our security experts at securityteam@bitfocus.com.