About careerzynith
careerzynith is a forward‑thinking technology organization dedicated to delivering seamless digital experiences to citizens and customers across the United States. Our flagship mobile platform empowers users to access essential services, complete transactions, and stay informed—all from the palm of their hand. As a public‑sector‑focused innovator, careerzynith blends cutting‑edge cloud infrastructure, robust security practices, and a user‑centric design philosophy to keep our applications reliable, secure, and easy to use. We pride ourselves on a collaborative culture where curiosity, continuous learning, and a commitment to service excellence drive every project forward.
Why This Role Matters
In today’s fast‑moving digital landscape, a smooth, responsive support experience is as critical as the technology itself. As a Service Desk Specialist & Live Chat Support Engineer at careerzynith, you will be the first line of defense for our mobile application users, ensuring that every interaction—whether via live chat, ticketing, or phone—leads to swift resolution and a positive impression of our brand. Your work will directly impact user satisfaction, adoption rates, and the overall reputation of careerzynith’s digital services.
Position Overview
This full‑time, remote‑first role is open to candidates who reside in the State of Colorado. The position begins with an intensive three‑week training program (Monday – Friday, 9 AM – 6 PM) followed by a permanent schedule of Tuesday – Saturday, 9 AM – 6 PM. Over an 8‑month contract (with the possibility of extension), you will provide Tier I technical support, troubleshoot mobile‑app issues on iOS and Android platforms, and manage incident tickets in accordance with careerzynith’s standard operating procedures.
Key Responsibilities
- Deliver prompt, courteous Tier I support to end‑users via live chat, email, and phone, adhering to careerzynith’s service‑level agreements.
- Diagnose, reproduce, and document technical issues on both iOS and Android devices, escalating complex problems to higher‑level support when necessary.
- Guide customers through the installation, configuration, and update processes for the careerzynith mobile application, ensuring compliance with security and deployment standards.
- Utilize incident‑management tools to log, track, and resolve tickets, maintaining accurate records and providing status updates to stakeholders.
- Collaborate with cross‑functional teams—including development, QA, and product management—to communicate trends, bugs, and user feedback that inform product improvements.
- Develop and maintain knowledge‑base articles, FAQs, and troubleshooting guides to empower both users and fellow support staff.
- Participate in regular sprint reviews and agile ceremonies, offering insights from a support perspective to help shape upcoming releases.
- Stay current with the latest mobile operating‑system updates, device models, and industry best practices to provide informed assistance.
- Adhere to ITIL‑based incident and problem management processes, ensuring that all actions align with careerzynith’s governance framework.
Minimum Qualifications
To be considered for this role, candidates must meet one of the following pathways:
- At least one year of professional experience in a role that involved mobile application support, technical troubleshooting, or end‑user assistance.
- An Associate’s degree from an accredited institution in Computer Science, Information Systems, Cybersecurity, or a related technical discipline.
Additional experience or education may be substituted on a year‑for‑year basis, provided that the combination of experience, education, and relevant certifications meets the overall competency requirements.
Preferred Qualifications & Desired Expertise
- Hands‑on experience with Jira for ticket tracking and agile project management.
- ITIL Foundation certification or higher, demonstrating familiarity with service‑management best practices.
- Exposure to Agile and Scrum methodologies, including participation in sprint planning and retrospectives.
- Prior work supporting government or public‑sector applications, understanding of compliance and security mandates.
- Experience publishing or supporting apps on the Apple App Store and Google Play Store.
- Proficiency with diagnostic tools and a broad knowledge of diverse mobile device makes and models.
Core Skills & Competencies
- Customer‑Centric Communication: Ability to convey technical concepts in clear, non‑technical language, maintaining empathy and professionalism.
- Problem‑Solving Acumen: Strong analytical skills to isolate root causes, reproduce issues, and propose effective workarounds.
- Technical Literacy: Familiarity with mobile operating systems (iOS, Android), app installation processes, and basic networking concepts.
- Time Management: Capacity to handle multiple concurrent chats and tickets while meeting response‑time targets.
- Collaboration: Comfortable working within cross‑functional agile teams, sharing insights, and contributing to continuous improvement.
- Adaptability: Ability to thrive in a fast‑changing environment, quickly learning new tools, updates, and procedures.
Career Growth & Learning Opportunities
careerzynith invests heavily in the professional development of its employees. As a Service Desk Specialist, you will have access to:
- Structured mentorship programs pairing you with senior support engineers and product managers.
- Funding for industry certifications such as CompTIA A+, ITIL, or Certified Support Specialist.
- Regular internal workshops on emerging mobile technologies, cloud services, and security trends.
- Opportunities to transition into Tier II/III support, QA testing, or product‑owner roles as you demonstrate expertise and leadership.
- Participation in company‑wide hackathons and innovation challenges that encourage creative problem‑solving.
Work Environment & Culture at careerzynith
Our remote‑first policy respects work‑life balance while fostering a sense of community. Even though you will be based in Colorado, you will be part of a vibrant, inclusive team that values:
- Transparency: Open communication channels, regular town‑hall meetings, and clear visibility into company goals.
- Collaboration: Virtual coffee chats, cross‑departmental project squads, and shared digital workspaces.
- Diversity & Inclusion: A commitment to hiring, retaining, and promoting talent from varied backgrounds.
- Well‑Being: Access to mental‑health resources, flexible scheduling, and a supportive leadership team.
Compensation, Perks & Benefits
careerzynith offers a competitive salary commensurate with experience, along with a comprehensive benefits package that includes:
- Health, dental, and vision insurance with multiple plan options.
- Retirement savings plan with employer matching contributions.
- Paid time off, holidays, and sick leave to support personal needs.
- Remote‑work stipend covering home‑office equipment, internet, and ergonomic accessories.
- Professional development budget for courses, conferences, and certifications.
- Employee assistance program (EAP) and wellness initiatives.
How to Apply
If you are passionate about delivering exceptional support, enjoy troubleshooting mobile applications, and thrive in a collaborative, remote environment, we want to hear from you. Please click the link below to submit your application, resume, and a brief cover letter outlining your relevant experience.
Join careerzynith and Make an Impact
At careerzynith, every support interaction is an opportunity to reinforce trust, improve user experiences, and contribute to the digital transformation of public services. By joining our team, you become part of a mission‑driven organization where your technical expertise directly enhances the lives of thousands of Colorado residents. Take the next step in your career—apply today and help us keep the careerzynith mobile platform running flawlessly for all users.
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