ABOUT THE ROLE
Second Front Systems (2F) is seeking a motivated Client Solutions Analyst to support our team. We are a fast-growing entrepreneurial team working at the convergence of technology and national security. The work will be dynamic and wide-ranging, supporting the deployment and scale of our Game Warden platform, and future platform offerings of 2F.Sitting in the Customer Operations team under the Growth Organization and reporting to the Manager of Customer Support, the Client Solutions Analyst will be responsible for ensuring issue resolution, interacting directly with customers through the ticketing platform. The Client Solutions Analyst will be responsible for day to day customer support requests associated with their assigned clients through ticket resolution, escalation management, and knowledge base improvements.
Note: This position requires U.S. citizenship due to government contract requirements.
What You'll Do
- Assist in the design and implementation of a customer-centric helpdesk system that provides timely and effective support to customers' inquiries and issues
- Monitor key performance indicators (KPIs) to measure the helpdesk's performance and make data informed improvements
- Manager support ticketing lifecycle to include assignment, triage, management, escalation, and resolution
- Work with customers and internal stakeholders to ensure adoption and usage of ticketing system
- Create and maintain knowledge base articles based on customer interaction and feedback
- Ensure a positive customer experience and satisfaction is maintainedServes as a member of the Customer Operations team, owning the technical aspects of the direct engagements between customers and the platform
- Participates in Go-To-Market efforts, including: Introduction calls, technical post-sales presentations, product demonstrations, and technical workshopsDevelop in-depth technical knowledge of Second Front products and represent 2F internally and externally as a technical SME
- Track customer feedback and engage with 2F product teams to align roadmaps with demand signals
Skills You’ll Bring to Our Team
- Ability to adapt to a fast-paced, changing environment
- Experience in customer communication with highly technical audiences
- Strong analytical and problem solving skills
- Excellent communication and interpersonal abilitiesAptitude and ability to learn how to use and execute customer relationship management (CRM) software, knowledge management systems, and ticketing platforms
- Understanding of Cyber Security and cyber best practices
- Ability to manage tickets and customer documentation within platforms such as Salesforce and Git
- Experience working in a startup environment
- Ability to adopt, create, and iterate on changing procedures in near-real time
- You are highly goal-oriented, assertive and a hands-on problem solver
- You demonstrate the ability to communicate, present, and influence credibly and effectively at all levels of the organization
Success at 2F Looks Like:
Viewing obstacles as opportunities for growth
Having a bias toward action and tangible, measurable results
Striving to be both compassionate and direct with your feedback
Being team-oriented and inclusive with your actions
Perks & Benefits
This is a full-time role. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.
We offer you:
Competitive Salary
100% Healthcare, vision, and dental coverage
401(k) + 3% company contribution
Wellness perks (Fitness classes, mental health resources)
Equity incentive planTech + office supplies stipend
Annual professional development stipend
Flexible paid time off + federal holidays off
Parental leave
Work from anywhere
Referral Bonus
WHO WE ARE
At Second Front Systems (2F), we equip defense and national security professionals for long-term, continuous competition for access to emerging technologies. Founded by two former U.S. Marines with firsthand experience of the dangers outdated technology poses in combat, our team is dedicated to fast-tracking government access to disruptive, commercially-proven technology for U.S. national security missions.
Our Game Warden product, a fully managed and compliant DevSecOps platform, accelerates the process for accrediting software as a service (SaaS) applications for government use.
Learn how 2F can help you make an impact on national security missions at www.secondfront.com
ONE LAST THING…
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria
We strongly encourage you to apply if you’re interested—We'd love to know how you can amplify our team with your unique experience.
