Client Information Technology Support Specialist at CaseGuard (Arlington, VA)
CaseGuard· Arlington, VA·
Job description
The Client Information Technology Support Specialist serves as the primary point of contact for clients, providing support via phone, email, and chat on product functionality, pricing, troubleshooting, and availability. This role resolves software issues related to installation, configuration, performance, and usage while documenting bugs and collaborating with the development team.eds.
Responsibilities
- Communicate with customers via phone, email, and chat.
- Provide knowledgeable answers to questions about the product, the plans, pricing, troubleshooting, and availability.
- Troubleshoot and resolve software issues reported by clients, including installation, configuration, performance, and usage problems.
- Writing troubleshooting articles on common issues and ability to record videos to walk users through fixing the issue.
- Create tickets and report bugs for the dev team to fix.
- QA the software.
- Data entry in various platforms.
- Manage our existing clients and keep them updated with the most recent product functions, tools, and help materials.
- Travel to represent CaseGuard at conferences across various industries, including law enforcement and government agencies, and providing on-site training to clients.
Qualifications
- A bachelor's degree or associate's degree in Information Technology, Computer Science, or a related field is required.
- 1 - 3 years of relevant work experience.
- Strong technical support skills, including troubleshooting desktop computers and other information technology needs
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
- Knowledge of Windows operating system and software applications
- Experience with video editing and digital media is a plus
Benefits:
- Competitive Salary
- Stock Option
- Medical, Dental, and Vision Insurance
- 401K
- Paid Vacation
- Ten paid holidays per year
- Friendly and Learning environment
Pay Range: $65,000 - $75,000 Annually
About CaseGuard
CaseGuard is a software company that helps law enforcement agencies, federal agencies, hospitals, schools, airports, and others manage all their media redaction needs in one easy-to-use redaction software. CaseGuard Studio is one of its kind. Our team is driven by a passion for great software design, the creation of great products, and the creative process, CaseGuard implements innovative ideas across multiple services and agencies.
We at CaseGuard invest in people. We nurture skills that are consistent with both our values and our future strategy. Our passionate pursuit of excellence, the application of our creativity to solve our clients’ challenges, our technical expertise, and our collaborative spirit are measures of our success.
Why work at CaseGuard
- Culture: The company describes a culture of "growth & collaboration," built on "trust, support, and teamwork." They emphasize empowering employees and creating an environment where everyone can grow.
- Mission-Driven Work: Employees work on technology that directly impacts data privacy and public safety for law enforcement and government agencies.
- Benefits: Competitive salary, stock options, medical/dental/vision insurance, 401K, paid vacation, and ten paid holidays per year. Also offers gym memberships.
- Work Environment: Hybrid/Office-based in Arlington, VA. Some roles (like Regional Sales Executive) are listed as remote. The engineering team works on a modern tech stack including Angular, Kubernetes, AWS Lambda, TensorFlow, GitLab, and Python.
- Team Size & Growth: With only 39 employees, new hires can have significant impact and ownership. The company is in a growth phase (13.6% headcount YoY increase).
- Office Location: HQ is at 1700 N Moore St, Suite 1701, Arlington, VA 22209, in the Rosslyn area near Washington D.C.