Tier-1 Help Desk and Support Technician

Company Overview: Procurement Sciences (PSci.AI) is at the forefront of transforming the multi-billion-dollar government contracting industry with our innovative AI platform, Awarded AI. Designed for businesses aiming to excel in government sales, our platform simplifies processes, boosts revenue, and delivers significant cost savings through unparalleled efficiency gains. As a venture-backed SaaS startup founded by GovCon veterans, we're not just part of the AI revolution—we're leading it by tackling some of the industry's most enduring challenges.

Our platform is a “must-have” for government contractors, setting new standards for competitiveness and operational excellence. AI is central to our operations, driving the development of cutting-edge features and empowering our customers with intelligent AI agents. Our "One Team, One Fight" culture fuels our disruptive spirit, redefining possibilities with AI as a force multiplier.

At Procurement Sciences, innovation is more than a buzzword—it's in our DNA, where AI serves as a playground for challenging norms and shaping the future of GovCon. If you're ready to join a team that's reshaping the industry landscape, leading in AI, and on the path to becoming the next unicorn, Procurement Sciences is your new home. Join us on our mission to democratize government contracting success and shape the future of this vital sector.

Job Title: Tier-1 Help Desk and Support Technician

Job Description: We are seeking a customer-focused Tier-1 Help Desk and Support Technician to provide frontline technical support for our Awarded AI platform. In this role, you will serve as the first point of contact for our customers, helping users resolve issues, answering questions, and ensuring a seamless experience with our SaaS solutions. Your primary mission is to deliver fast, friendly, and effective support that empowers customers to maximize the value of our platform.

This is an excellent opportunity for someone with a passion for technology and customer service who is looking to make an immediate impact in a high-growth, AI-driven company.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via email, chat, or phone, providing prompt and professional assistance for issues related to the Awarded AI platform.

• Troubleshooting: Diagnose and resolve basic technical problems, such as login issues, navigation help, user account management, and standard platform functionality.

• Issue Escalation: Identify cases that require advanced troubleshooting and escalate to Tier-2 or engineering teams with thorough documentation.

• Ticket Management: Accurately log, update, and close support tickets using our ticketing system, ensuring clear communication and timely follow-up.

• Knowledge Base: Contribute to and update internal and external knowledge base articles to help customers self-solve common issues.

• Customer Education: Guide users through platform features and best practices, empowering them to be successful and self-sufficient.

• Continuous Improvement: Provide feedback to product and engineering teams on common customer issues and suggestions for product enhancements.

Ideal Candidate:

• Customer-Centric: Strong desire to help others, with a positive attitude and a commitment to delivering excellent service.

• Technical Aptitude: Comfortable learning new software quickly and explaining technical concepts to non-technical users.

• Problem Solver: Methodical and resourceful in troubleshooting issues and finding solutions.

• Communicator: Clear, concise, and professional in both verbal and written communications.

• Team Player: Collaborative mindset and willingness to pitch in and support team goals.

• Organized: Strong attention to detail and ability to manage multiple tasks simultaneously.

Required Experience:

• At least 2 years of experience in a customer support, help desk, or technical support role, supporting software applications, SaaS, or similar products.

• Experience debugging issues and reviewing application/system logs as part of the troubleshooting process.

• Basic understanding of ticketing systems and support tools.

• High school diploma or equivalent (Associate’s or Bachelor’s degree in a related field is a plus).

Desired Experience:

• Experience supporting SaaS, software, or technical products.

• Exposure to government contracting or familiarity with government sales software is a plus.

• Prior experience in a startup or high-growth environment.

Compensation and Benefits:

• Competitive salary with stock options in a rapidly growing, venture-backed company.

• Comprehensive health plan to ensure you and your loved ones are well taken care of.

• Flexible work arrangements, including fully remote work.

• Extensive professional development opportunities for career advancement.

Notice: Background Check Required

As part of our employment process, a background check is required. This may include a review of your credit history, criminal records, and employment verification, conducted in compliance with the Fair Credit Reporting Act (FCRA). By applying, you acknowledge and consent to this process.