Job Title: Technical Support Specialist
Location: Remote
Company: Fourth Industrial Systems Corporation

About Us:
Fourth Industrial Systems Corporation is a veteran-owned leader in secure, innovative AI solutions for government clients. Our Generative AI platforms, coupled with stringent security and compliance protocols, deliver tailored analytics and intelligence platforms that empower government agencies. Join us to provide crucial support that helps our clients navigate the Fourth Industrial Revolution.

Job Summary:
We are seeking a Technical Support Specialist to assist government clients with troubleshooting, resolving technical issues, and ensuring smooth operations of our AI platforms. You will provide high-quality customer service through direct client communication, while also maintaining accurate records to enhance the customer support process.

Responsibilities:

• Client Assistance: Provide responsive technical support to clients, troubleshooting and resolving issues related to the AI platforms.
• Ticket Management: Manage incoming support tickets, track progress, and ensure timely resolution of technical issues.
• Knowledge Base: Develop and maintain a knowledge base of frequently encountered issues and their solutions for self-service and internal reference.
• Collaboration: Work closely with engineering and product teams to communicate client needs and ensure solutions align with client requirements.
• Training & Onboarding: Assist clients in the onboarding process by providing training and guidance on how to best use Fourth Industrial Systems’ platforms.
• System Monitoring: Monitor system performance and proactively identify potential technical issues before they affect clients.
• Documentation: Maintain accurate documentation of technical issues, resolutions, and support processes to refine and enhance future client support.
• Feedback Collection: Gather client feedback on the support process and relay insights to improve service offerings.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as a Technical Support Specialist, ideally in AI, data science, or government-focused solutions.
• Strong understanding of AI platforms and cybersecurity concepts.
• Exceptional communication skills, both verbal and written.
• Familiarity with help desk software and ticketing systems.
• Ability to diagnose and resolve technical issues quickly and effectively.
• Strong problem-solving skills and a customer-oriented approach.

Benefits:

• Competitive salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Professional development opportunities and training.
• Flexible work arrangements and work-life balance.