About the roleAt First Advantage (Nasdaq: FA), people are at the heart of everything we do. This role is currently remote, and the position's core hours are North American. This position will act as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur. The role is dynamic: on any given day, the team will simultaneously be answering product questions, identifying bugs, implementing technical solutions, and escalating work to engineering teams. The team can resolve over 90% of incoming support requests internally, escalating only the most complicated to engineering teams for final analysis and resolution. Expected hours are 9:00am-6:00pm ET / 6:00am-3:00pm PT.Who you areWorks beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies.Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies.Troubleshoots intermediate to advanced problems and recommends appropriate actions.Provides support case/ JIRA follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.Manages customer expectations and competing priorities.Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.Escalates issues and works directly with Products / Engineering to resolve complex support problems.What you'll doProvides courteous, efficient, and professional technical support by phone and email to customers across all verticals.Communicate and interact with fulfillment departments regarding issues related to Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests.Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.Effectively communicate with clients, management and team members on an as needed basis with issue resolution.Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.What you will need to be successfulAssociate or Bachelor's degree, ideally in Computer Science or Technology field.Proficiency in applications like Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring.Strong experience with MS SQL Server & SQL based application maintenance and support (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365.Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services).Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently.Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams.Detail-oriented, with strong organizational and multitasking abilities.Proven experience in application or production support, preferably in a role focused on application support.Familiarity with database technologies (SQL, MongoDB).Basic understanding of HTML debugging and XSLT transformations.Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira).CompensationThe salary range for this position is approximately $55,000-75,000 base annually. This range reflects the company's good faith estimate to pay fairly, and offers are tailored within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors relevant during the interview process.Equal Opportunity EmploymentFirst Advantage is an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other protected characteristic under applicable law.
