Copyright ©2020 RevaComm Inc. All Rights Reserved.

Career Opportunity:

Customer Support Technician

Honolulu, HI

Headquartered in Honolulu, Hawaii with remote locations across the United States, RevaComm is a leader in Agile Software Development, User-Centered Design, and DevSecOps. As an enterprise digital transformation company, we transform organizational challenges into powerful digital capabilities through fresh experiences and great technology. Grounded by the company’s core values, our approach brings together digital business strategists and architects, software engineers, user experience designers, and project managers to create sustainable solutions for customers while surprising and delighting their users.

As a Customer Support Technician, you will work directly with our customers to drive resolutions for all support related issues and ensure complete customer satisfaction. You will also act as the voice of the customer by sharing customer feedback and insights with our product teams and report issues to our engineers. To be successful in this role requires initiative and the ability to analyze data and take complex ideas and communicate them across internal teams effectively. Your adaptability and resourcefulness will drive results and create a direct impact at RevaComm.

We serve the Department of Defense, financial institutions, healthcare, state, local and federal government, and other industries along with their customers

If You Join Us, You Will:

  • Own customer communications from initial contact until resolution to make sure our customers are supported every step of the way
  • Communicate effectively and efficiently with our customers via chat, email and video conferencing
  • Influence support processes and shape the tone of customer support on a rapidly growing team that spans multiple time zones
  • Be an encyclopedia of knowledge for our customers – investigating, troubleshooting and diagnosing a wide range of support inquiries
  • Be able to clearly document solutions and SOPs after customers approve solutions
  • Provide feedback to the product and engineering teams through identifying and reporting trends in common customer issues and key difficulties that users are experiencing
  • Communicate with key stakeholders ensuring business goals and visions are met
  • Be part of a cross-functional product team that respects, supports, and pushes for continuous improvement

Our Ideal Candidates Are:

  • Knowledgeable of industry standards and best practices
  • Flexible, well-organized and have the ability to work in a fast-paced, fast-growing environment
  • Passionate about the customer experience and demonstrate the ability to improve customer satisfaction
  • Able to analyze, interpret and capture insights from large data sets
  • Flexible and adaptable if changes in priorities occur
  • Self-starters and fast-learners who are able to independently research and resolve issues using appropriate resources
  • Comfortable working with multi-disciplinary, multicultural, and geographically dispersed teams
  • Confident and proactive in communicating challenges or opportunities
  • Committed to their personal success, as well as success of their peers
  • Technologists at heart and leaders in practice

Basic Qualifications:

  • 3+ years of work experience in a high volume customer support and/or IT administration role
  • Experience using a software ticketing system similar to Jira Service Management, ServiceNow, or BMC
  • Excellent communication and problem solving skills
  • Experience live chatting with customers
  • Passion for learning new technologies and applying design patterns
  • Demonstrated ability to drive and articulate technical challenges and solutions
  • BS/MS in Computer Science, similar technical field of study, or equivalent work experience
  • US Citizen

Preferred Qualifications:

  • Experienced in collaborating with customers, UX, and non-technical partners
  • Experienced in working with Enterprise customers to help resolve complex technical issues

Salary Range: Negotiable, Based on Experience

Relocation Expenses Not Covered

Apply for this position.


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