About careerzynith
careerzynith is a forward‑thinking technology organization dedicated to delivering seamless digital experiences to citizens and public sector users across the United States. Our flagship product, the myColorado mobile application, empowers residents to access government services, stay informed, and engage with their community from the palm of their hand. As a company that values innovation, collaboration, and public service, careerzynith invests heavily in talent that thrives in fast‑paced, customer‑centric environments. We are proud of our culture of continuous learning, inclusive teamwork, and a commitment to making technology work for people, not the other way around.
Why This Role Matters
In today’s digital‑first world, a reliable mobile experience is non‑negotiable. The Service Desk Specialist & Live Chat Agent is the frontline guardian of the myColorado app’s performance and user satisfaction. By providing timely, empathetic, and technically sound support, you directly influence how thousands of Coloradans interact with essential services—from paying taxes to reporting road hazards. Your work ensures that the app remains a trusted, hassle‑free tool, reinforcing careerzynith’s reputation as a leader in civic technology.
Key Responsibilities
- Tier I Mobile Support: Serve as the first point of contact for users experiencing issues on iOS and Android devices, delivering clear, step‑by‑step assistance via live chat and ticketing systems.
- Issue Diagnosis & Reproduction: Accurately reproduce reported problems, gather relevant logs, and document findings to facilitate swift resolution.
- Software Installation & Configuration: Guide users through the installation of the myColorado app, ensuring compliance with careerzynith’s defined procedures and security standards.
- Incident Management: Create, update, and close tickets in the designated tracking platform, adhering to careerzynith’s incident lifecycle and SLA commitments.
- Collaboration with Development Teams: Escalate complex issues to Tier II/III engineers, providing detailed reproduction steps and diagnostic data to accelerate bug fixes.
- Knowledge Base Contribution: Author and refine support articles, FAQs, and chat scripts to empower both users and fellow support agents.
- Continuous Improvement: Participate in regular retrospectives, share insights on recurring problems, and suggest process enhancements that align with careerzynith’s commitment to excellence.
- Adherence to SOPs: Follow careerzynith’s standard operating procedures, security policies, and data privacy guidelines at all times.
Essential Qualifications
- Minimum of one year of professional experience providing technical support for mobile applications, or an equivalent combination of education and experience.
- Associate’s degree (or higher) in Computer Science, Information Systems, Cybersecurity, or a related technical discipline.
- Demonstrated ability to troubleshoot iOS and Android environments, including familiarity with app stores, device settings, and common connectivity issues.
- Strong written communication skills, with the ability to convey technical concepts in plain language during live chat interactions.
- Residency in the State of Colorado and eligibility to work remotely from any Colorado address for the duration of the contract (minimum 8 months).
Preferred Qualifications & Desirable Experience
- Hands‑on experience with Jira for ticket tracking and agile project management.
- ITIL Foundation certification or equivalent knowledge of IT service management best practices.
- Familiarity with Agile and Scrum methodologies, including participation in sprint ceremonies.
- Previous work supporting government or public‑sector applications, understanding of compliance and accessibility standards.
- Experience publishing or supporting apps on the Apple App Store and Google Play Store.
- Proficiency with mobile diagnostic tools (e.g., Android Debug Bridge, Xcode Console) and a broad awareness of device makes and models.
Core Skills & Competencies
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users resolve issues quickly.
- Technical Acumen: Ability to navigate mobile operating systems, interpret error logs, and understand app architecture basics.
- Problem‑Solving: Logical reasoning to isolate root causes and propose effective work‑arounds.
- Communication Excellence: Clear, concise, and professional written communication, especially in live‑chat environments.
- Time Management: Efficient handling of multiple concurrent chats while maintaining quality and adherence to SLAs.
- Team Collaboration: Comfortable working with cross‑functional teams, sharing knowledge, and contributing to a supportive culture.
Training & Onboarding
All new hires will undergo a comprehensive three‑week training program designed to immerse you in careerzynith’s technology stack, support processes, and the myColorado application’s functionality. Training runs Monday through Friday, 9 AM – 6 PM, and includes:
- Deep dives into iOS and Android troubleshooting techniques.
- Hands‑on labs for installing and configuring the app on a variety of devices.
- Instruction on incident management tools, ticketing workflows, and escalation paths.
- Role‑playing scenarios to sharpen live‑chat communication skills.
- Overview of careerzynith’s security policies, data privacy obligations, and compliance requirements.
Career Growth & Development Opportunities
careerzynith believes that a great employee experience fuels organizational success. As a Service Desk Specialist, you will have clear pathways to advance your career, including:
- Technical Ladder: Progress to Tier II/III support, Mobile QA Analyst, or Application Support Engineer roles.
- Leadership Track: Move into Team Lead, Shift Supervisor, or Service Desk Manager positions.
- Specialization Paths: Gain expertise in cybersecurity, DevOps, or product management through internal training programs.
- Certification Support: careerzynith reimburses costs for relevant certifications (e.g., CompTIA A+, ITIL, Agile Scrum Master).
- Mentorship & Coaching: Access to senior engineers and product owners who provide guidance and career advice.
Compensation, Perks & Benefits
While the exact salary range will be discussed during the interview process, careerzynith offers a competitive compensation package that reflects the expertise and dedication of our support professionals. Additional benefits include:
- Flexible remote work arrangement (Colorado‑only) with a reliable home‑office stipend.
- Health, dental, and vision insurance plans with employer contributions.
- Paid time off, sick days, and holidays aligned with Colorado state guidelines.
- 401(k) retirement plan with company matching.
- Continuous learning budget for courses, conferences, and certifications.
- Employee assistance program (EAP) for mental health and wellness support.
- Regular virtual team‑building events, recognition programs, and a culture that celebrates diversity and inclusion.
Work Environment & Culture at careerzynith
careerzynith fosters a collaborative, inclusive, and innovative environment where every voice matters. Our remote‑first approach is built on trust, clear communication, and a shared commitment to delivering public value. As part of our team, you will experience:
- Transparent Leadership: Open channels to senior management, regular town‑halls, and a clear vision for the company’s future.
- Community Impact: Direct contribution to a product that improves the daily lives of Colorado residents.
- Agile Mindset: Fast iteration cycles, continuous feedback loops, and a willingness to experiment.
- Diversity & Inclusion: Initiatives that promote equity, belonging, and representation across all levels.
- Work‑Life Balance: Reasonable shift schedules (Tuesday‑Saturday, 9 AM – 6 PM after training) that respect personal commitments.
Application Process
If you are passionate about technology, enjoy helping users solve problems, and thrive in a dynamic, mission‑driven environment, we want to hear from you. To apply, click the link below, submit your resume, and tell us why you’re the perfect fit for careerzynith’s Service Desk team.
Join careerzynith and Make a Difference
At careerzynith, your work goes beyond tickets and chats—it contributes to a digital ecosystem that empowers citizens, streamlines government services, and sets a benchmark for public‑sector technology. Take the next step in your career, grow your skill set, and become part of a purpose‑driven organization that values your expertise and ambition. Apply today and help us keep the myColorado app running flawlessly for every Coloradan.
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