Support Specialist

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Oddball

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏛️ Government

☁️ SaaS

🤝 B2B

Government • SaaS • B2B

Oddball is a uniquely innovative digital agency specializing in transforming digital services for the government. With a team comprised of experienced engineers, program managers, and tech professionals, Oddball focuses on scalable, efficient solutions while maintaining a client-centered approach. Their expertise spans various domains, including web and database development, mobile app design, and API creation using technologies such as Node, Angular, React, MongoDB, and more. Oddball is passionate about building responsive and visually appealing applications with a business-oriented mindset. The company values client-first approaches, big-picture thinking, and growth-oriented strategies. Proud to be a Service Disabled Veteran Owned Small Business (SDVOSB), Oddball brings a rare combination of technical prowess and human-focused service to the forefront of the digital agency space.

📋 Description

• Serve as the first point of contact for support requests via ticketing system, email, or chat • Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries • Document incidents, track resolution progress, and communicate updates to stakeholders • Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context • Monitor system alerts and flag potential problems before they escalate • Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues • Support end users navigating VA.gov features and tools

🎯 Requirements

• Experience providing technical support in a fast-paced environment • Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk • Ability to explain technical issues clearly to non-technical users • Familiarity with web applications, user accounts, and common troubleshooting techniques • Strong attention to detail and follow-through on open issues • Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems • Communicates clearly and openly, whether writing up an incident report or walking a user through a fix • Performs other related duties as assigned

🏖️ Benefits

• Fully remote • Tech & Education Stipend • Comprehensive Benefits Package • Company Match 401(k) plan • Flexible PTO, Paid Holidays