About hirequest
Welcome to hirequest, a trailblazer in the realm of vocational technology solutions. Since our founding in 1981, we have been dedicated to empowering vocational counselors and the individuals they serve with cutting‑edge, people‑centered software. Our mission is simple yet profound: to create an accessible future by delivering technology that not only meets the highest standards of security and data compliance but also enhances the everyday experience of our customers. With a culture rooted in innovation, collaboration, and continuous learning, hirequest is the place where technology meets purpose.
Why hirequest?
At hirequest, we believe that great technology is only as good as the people who use it. That’s why we invest heavily in our people, offering a dynamic work environment that encourages growth, creativity, and a sense of belonging. Whether you’re a seasoned professional or just starting your career, you’ll find:
- Opportunities to work on real‑world problems that make a tangible difference.
- A remote‑first culture that values flexibility and work‑life balance.
- Access to cutting‑edge tools, training, and mentorship programs.
- A supportive community that celebrates diversity, equity, and inclusion.
Role Overview
We are looking for an enthusiastic, customer‑centric individual to join our support team as a Customer Support Specialist – Technical Support & Software Solutions. In this role, you will be the first point of contact for our end‑users, diagnosing issues, guiding them through step‑by‑step solutions, and ensuring a seamless experience with our proprietary case management system.
What Your Day Will Look Like
As a Customer Support Specialist, you will:
- Diagnose and resolve technical issues for our customers using a combination of troubleshooting techniques and knowledge of our software ecosystem.
- Communicate complex technical concepts in a clear, user‑friendly manner, both verbally and in written documentation.
- Demonstrate new features and functionalities to current and prospective customers, showcasing the value of hirequest’s solutions.
- Assist on‑premise and hosted customers in updating and maintaining their systems, ensuring compliance with federal reporting and accessibility standards.
- Collaborate with cross‑functional teams—including product, engineering, and quality assurance—to provide feedback and help shape future releases.
- Maintain meticulous case documentation, adhering to formatting standards and ensuring that all information is accurate and up‑to‑date.
- Participate in daily stand‑ups, weekly support triages, and ongoing training sessions to stay current with product updates and industry best practices.
- Provide timely updates to stakeholders on case status, escalation paths, and resolution timelines.
Key Responsibilities
- Resolve support tickets for a proprietary case management system, ensuring adherence to contractual service level agreements.
- Utilize internal and external tools—including ticketing systems, knowledge bases, and remote desktop solutions—to achieve positive outcomes for customers.
- Assist customers with system configuration, add‑on product integration, and compliance requirements.
- Adapt quickly to evolving software development life cycles, incorporating modern technologies and new feature releases.
- Maintain high standards of quality in case documentation, formatting, and case movement expectations.
- Collaborate with teammates and managers to identify process improvements and share best practices.
- Communicate clearly and professionally in both written and spoken formats.
- Provide timely updates on assigned work to relevant stakeholders.
Supervisory Responsibilities
None – this role is focused on individual contribution and collaboration within the support team.
About You – Essential Qualifications
- High school diploma or GED required; Associate’s degree or equivalent experience preferred.
- Minimum of 2 years of experience in customer support, preferably in a technical or software environment.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams).
- Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Experience participating in daily scrums, weekly triage meetings, and ongoing training sessions.
- Ability to work independently while collaborating with customers and internal teams under moderate supervision.
- Experience working within contractual service level agreements (SLAs).
- Basic understanding of relational database management systems (RDBMS) and the software development life cycle (SDLC).
- Basic networking knowledge (TCP‑IP, DHCP, DNS, LAN/WAN).
- Basic familiarity with Microsoft SQL Server, IIS, and analytics tools such as Power BI or Tableau.
- Basic programming skills or experience with Visual Studio.
- Familiarity with vocational rehabilitation concepts is a plus.
Preferred Qualifications & Skills
- Experience supporting proprietary database software.
- Knowledge of federal reporting and accessibility requirements.
- Experience with analytics platforms and data visualization.
- Strong problem‑solving skills and a proactive mindset.
- Ability to thrive in a fast‑paced, ever‑changing environment.
- Experience with remote support tools and virtual collaboration platforms.
Skills & Competencies for Success
- Customer‑first mindset with a passion for delivering exceptional service.
- Strong analytical and troubleshooting abilities.
- Excellent time‑management and organizational skills.
- Adaptability and willingness to learn new technologies quickly.
- Team‑player attitude with a collaborative spirit.
- Professionalism and integrity in all interactions.
Career Growth & Learning Opportunities
At hirequest, we are committed to your professional development. As a Customer Support Specialist, you will have the chance to:
- Advance into senior support roles, such as Support Engineer or Technical Account Manager.
- Transition into product or engineering teams, leveraging your deep customer insights.
- Participate in specialized training programs, certifications, and workshops.
- Take on project‑based initiatives that influence product direction and customer experience.
- Mentor new hires and share your expertise with the broader support community.
Work Environment & Company Culture
Our remote‑first culture means you can work from anywhere in the United States. We provide:
- Flexible work hours to accommodate your personal schedule.
- Access to a virtual collaboration platform that keeps you connected with teammates.
- A supportive community that values diversity, equity, and inclusion.
- Regular virtual team‑building events and knowledge‑sharing sessions.
- Opportunities to contribute to corporate social responsibility initiatives.
Compensation, Perks, and Benefits
While specific salary ranges are not disclosed in this posting, hirequest offers a competitive compensation package that includes:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401(k) with company match, IRA options)
- Life Insurance (Basic, Voluntary, AD&D)
- Paid Time Off (Vacation, Sick Leave, Public Holidays)
- Work‑From‑Home stipend and equipment allowance
- Wellness Resources (mental health support, fitness reimbursements)
- Short‑Term Disability coverage
- Professional development budget for courses, conferences, and certifications
How to Apply
Ready to join hirequest and make a real impact? Submit your application through our career portal or click the link below:
Final Thoughts
At hirequest, we’re more than just a technology company – we’re a community of innovators, problem‑solvers, and advocates for people’s success. If you’re passionate about delivering top‑notch customer support, eager to learn and grow, and excited to help shape the future of vocational technology, we want to hear from you. Join us and be part of a team that values your contributions, supports your growth, and celebrates your achievements.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.