HumRRO is a nationally recognized, non-profit applied research and consulting organization, established in 1951 and headquartered in Alexandria, VA with offices in Louisville, KY; Minneapolis, MN; and Monterey, CA. We provide our clients with customized solutions for complex business, HR, educational, and organizational challenges. Our areas of expertise include personnel selection and classification, education research and evaluation, human capital management, measurement and analytics, talent development, leadership development and evaluation, employment research, policy analysis, modeling and simulation, survey research, and professional credentialing.

We are currently looking for aSoftware Technical Support Specialistto answer incoming customer inquiries, solve customer issues and escalate difficult cases to tier two teams or management when necessary. This individual will be responsible for walking customers through the process of achieving their goal with the software, whether the problem relates to a user error, a bug or something else entirely. The Software Technical Support Specialist will also be responsible for communicating with our design and programming staff about suspected software problems.

Qualified candidates must have:

• Bachelor's degree in Computer Science or related field, or equivalent technical training, education, certifications or work experience.
• Ability to demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism
• Excellent and clear communication skills via both email and telephone
• Calm and professional telephone manner and able to defuse displeased customers
• Ability to be trained to completely understand testing software applications
• Knowledge in relational database architecture
• Extensive understanding of the web-based, client server architecture
• Good troubleshooting skills
• Ability to be on-call 24/7, as necessary

Qualifications preferred, but not required:

• SQL queries experience
• JIRA experience for logging issues
• CAT (Computerized Adaptive Testing) testing experience
• Network and network security understanding
• Flexible daily availability, onsite
• DoD security clearance
• Security+ certification
• Understanding of the US Military structure

All qualified applications will receive consideration without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, medical condition, or disability. EEO/AA Employer/Vet/Disabled.