Technical Support Analyst

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Technical Support Analyst

Location(s): Richmond, VA

Role Description, Day to Day:
A new online regulatory platform was launched to enable charitable organizations to submit digital applications and renewals more efficiently. The platform supports more than 12,000 registered organizations and replaces traditional manual processes with a modern, streamlined online experience.

This initiative is part of a long-term enterprise modernization program focused on enhancing digital services, improving operational efficiency, and delivering a better experience for both external users and internal stakeholders. Over the next decade, the platform will be expanded to support multiple regulatory programs, with ongoing support from the organization's Information Technology, Administrative, and Financial Services teams.

• Serve as the primary point of contact for end users seeking assistance with a regulatory casemanagement or licensing application built on a lowcode platform.
• Triage, diagnose, and resolve userreported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization's ticketing system.
• Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining userfriendly support materials such as quickstart guides, FAQs, and knowledgebase articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and datasecurity standards.

• Strong customer service skills, with the ability to remain patient, clear, and solutionoriented when assisting users of varying technical abilities.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or lowcode/nocode applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, userfriendly guidance.
• Experience supporting government, regulatory, or compliancedriven applications preferred.
• Detailoriented, organized, and capable of managing multiple requests simultaneously.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with crossfunctional teams.

• IN PERSON IVs required - NO EXCEPTIONS.
• PARKING is available for this position at a cost per month.