• Efficiently responding to inquiries via live chat • Taking full ownership of customer inquiries from the initial chat to diagnosing problems and providing updates throughout the process • Escalating complex issues to senior team members (product specialists) and developers by logging support tickets and follow up • Creating accurate instant set-ups via live chat, sharing articles and creating snippets. • Enhancing our support centres by identifying when articles need updating and reporting back to your lead.

• Deliver empathetic support across phone, live chat, email, and scheduled meetings to diagnose and resolve complex customer inquiries. • Develop and maintain deep technical mastery across all Tithely products to confidently support an expanding catalog. • Document software bugs with logs and reproduction steps to efficiently escalate complex issues to our Specialist Team. • Utilize KCS methodologies to identify gaps and update internal and external knowledge base documentation in real-time. • Leverage AI tools and resources to maximize efficiency while maintaining a personal, human-centered customer experience. • Manage your daily queue effectively to meet and exceed key metrics, including CSAT, SLA, and ticket solve count. • Identify cross-sell opportunities, driving product adoption and earning uncapped bonuses.

• Monitor and moderate ads to ensure compliance with our guidelines • Identify and remove spam or inappropriate content • Perform content checks using internal tools (no phone or live chat involved) • Ensure a smooth and clean user experience across our platform • Report to your manager during daily remote check-ins

Role Description TISTA Science and Technology is seeking a Senior SharePoint Support / Customer Success Analyst to join our growing team. This role supports a high volume of enterprise-wide SharePoint and Microsoft 365 inquiries within the VA environment, with a strong focus on customer service, end-user support, and driving adoption of best practices. This is a customer-facing, high-volume support role, not a development or engineering position. Primary focus is user support, training, and adoption, rather than building SharePoint Solutions. At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do. Responsibilities - Provide enterprise-wide support for SharePoint Online and Microsoft 365 users within the VA environment. - Respond to high-volume technical inquiries related to SharePoint functionality, file management, permissions, workflows, and integrations. - Deliver exceptional customer support focused on issue resolution, user success, and a positive end-user experience from initial contact through resolution. - Troubleshoot and document application, access, and integration issues. - Create and maintain knowledge articles, FAQs, user guides, and support documentation. - Translate recurring user issues into knowledge articles, FAQs, and best-practice guidance to improve self-service and reduce repeat inquiries. - Train and coach end users on SharePoint best practices and platform usage. - Support Change and Configuration Management processes and documentation. - Manage and track incidents, requests, and escalations using ServiceNow or similar ITSM platforms. - Collaborate with engineering teams, business stakeholders, and platform administrators to improve service delivery. - Identify recurring operational issues and recommend workflow or process improvements. - Assist with reporting, analytics, and operational tracking activities. Qualifications - Demonstrated strength in customer service and user support, with the ability to build trust and deliver clear, empathetic, and solutions-focused assistance. - Strong technical support background, with emphasis on guiding users through issues and ensuring a positive end-to-end experience. - Ability to identify recurring user pain points and translate them into user-friendly documentation, FAQs, and best practices. - Experience training and coaching end users and communicating technical concepts in accessible ways. - Five (5)+ years of experience in systems analysis, application support, SharePoint administration, or enterprise SaaS support. - Strong experience supporting SharePoint Online / Microsoft 365 environments. - Experience supporting enterprise applications in high-volume customer environments. - Proficiency with ServiceNow or comparable ITSM/ticketing systems. - Strong troubleshooting and analytical problem-solving skills. - Experience developing technical documentation and user-facing support content. - Excellent written and verbal communication skills. - Ability to independently manage multiple priorities in a fast-paced operational environment. - This role is not focused on SharePoint development or engineering-heavy activities. Core Competencies - Customer Service Excellence. - User Enablement & Training. - Technical Troubleshooting. - Operational Discipline. - Documentation & Knowledge Management. - Cross Team Collaboration. - Communication & Empathy. - Continuous Improvement Mindset. Preferred Qualifications - Familiarity with Configuration Management and operational governance practices. - Experience with business process management and workflow improvement. - Foundational to intermediate data analytics experience. - Familiarity with SharePoint integrations and SaaS platform support. - Working knowledge of HTML, CSS, JavaScript, or similar web technologies for low-level troubleshooting. - Experience supporting federal or healthcare environments. - ITIL Foundation certification preferred. Education - Bachelor's Degree in Computer Science, Engineering, Math, or equivalent PLUS 5 Years of experience. - Eight (8) years of additional relevant experience may be substituted for education. Clearance - The ability to pass a Tier 2/Moderate Background Investigation. Location - Remote, USA. - Monday - Friday (8:00 AM - 4:30 PM CST). Pay Range - The pay for this position ranges from $52,730 to $64,500. - The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. - Also, certain positions are eligible for additional forms of compensation, such as bonuses. Benefits - Above Industry Healthcare Benefits. - Remote Working Options. - Paid Time Off. - Training/Certification opportunities. - Healthcare Savings Account & Flexible Savings Account. - Paid Life Insurance. - Short-term & Long-term Disability. - 401K Match. - Professional development reimbursement. - Employee Assistance Program. - Paid Holidays. - Military Leave. - And much more!