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Oddball

Oddball is a software development company that focuses on designing and building tools for enterprises and institutions. The company delivers services, includin

Support Specialist

Location

United States

Posted

5 days ago

Salary

$60K - $100K / year

Seniority

Senior

Bachelor DegreeEnglishServiceNow

Job Description

Support Specialist

Oddball

• Serve as the first point of contact for support requests via ticketing system, email, or chat • Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries • Document incidents, track resolution progress, and communicate updates to stakeholders • Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context • Monitor system alerts and flag potential problems before they escalate • Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues • Support end users navigating VA.gov features and tools

Job Requirements

  • Experience providing technical support in a fast-paced environment
  • Comfortable with ticketing systems such as Jira, ServiceNow, or Zendesk
  • Ability to explain technical issues clearly to non-technical users
  • Familiarity with web applications, user accounts, and common troubleshooting techniques
  • Strong attention to detail and follow-through on open issues
  • Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
  • Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
  • Performs other related duties as assigned

Benefits

  • Fully remote
  • Tech & Education Stipend
  • Comprehensive Benefits Package
  • Company Match 401(k) plan
  • Flexible PTO, Paid Holidays

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