• Job Description

  Req#: 5fe74a1d-ec87-44ca-9792-2f5b7ebd8bf4
  About NSTXL:
  
  The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, transforming government innovation while decreasing costs, compressing timelines, and improving outcomes. We offer a unique and simplified approach to rapidly developing, demonstrating, and assessing prototypes that address various operational and installation needs, from individual Warfighter technology to large-scale installation projects. NSTXL supports technology delivery to the Department of Defense by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions.
  
  NSTXL is creating an ecosystem of innovators to collaborate and bring next-generation technologies to the end-user. Our OTAs have over 900 members from corporate, non-profit, educational, and financial institutions. For these members, NSTXL offers opportunities to bid on government contracts, education and training, and live/virtual forums on various topics.
  
  Job Description:
  
  The Client Support Specialist, a fully remote role, is the frontline face of NSTXL's 900+ member innovator ecosystem. This virtual role sits at the intersection of technical customer success, data management, and marketing support.
  
  You will be integral in client support, from reviewing documentation and technical platform troubleshooting to managing and supporting client communications. The ideal candidate blends an empathetic, "client-first" communication style with sharp technical aptitude, ensuring our clients can seamlessly navigate our systems and access documents.
  
  Essential Duties and Responsibilities:
  
  
  • Manage correspondence with clients, 90% via email, 10% phone; triage, troubleshoot, and resolve client issues regarding platform navigation, account access, and questions.
  • Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams.
  • Identify recurring client pain points and proactively address, including but not limited to, updating client-facing FAQs and internal resource guides.
  • Intake and review membership and account set-up applications, including receiving applications, checking them for accuracy, following up on any missing information, and processing account set-up once the application has been verified.
  • Troubleshoot system issues (Salesforce, HubSpot) when features aren't working as expected, identifying the root cause and working toward a fix or improvement.
  • Maintain and update records in Salesforce/HubSpot to ensure information is accurate.
  • Create and analyze membership reports.
  • Proof outbound communications to ensure flawless formatting and compliance with brand standards.
  
  Qualifications
  
  
  • Bachelor's/Associate's degree OR equivalent professional experience.
  • 2 or more years in an administrative, help desk, customer success, or membership operations role.
  • Demonstrates strong technical aptitude, quickly learning new systems, software, and tools. Excels at guiding non-technical users through system navigation and troubleshooting.
  • Excellent problem solver.
  • Outstanding customer service skills.
  • Exceptional written and verbal communication; comfortable translating complex processes into simple, user-friendly instructions.
  • High attention to detail regarding data entry and recordkeeping, with the ability to manage competing, deadline-driven priorities.
  • Self-motivated and disciplined to work effectively in a fully remote environment.
  
  Preferred Skills/Experience
  
  
  • Hands-on experience with CRMs (Salesforce or HubSpot).
  • Familiarity with marketing automation or support ticketing tools (Zendesk, Mailchimp, WordPress, Marketo, etc.).
  • Experience supporting webinar production or virtual event execution.
  • Background or interest in government contracting, defense tech, or member-based ecosystems.
  
  Location:
  
  
  • Remote
  
  Travel:
  
  
  • Travel for this position is estimated up to 10%
  
  
  Equal Opportunity Employer:
  
  NSTXL is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, or genetic information.
  
  What We Offer:
  
  We strive to be one of the best places to work in America. We offer competitive salaries and benefits that include:
  
  
  • Health Insurance: Medical and dental - company pays 92% of premiums
  • Vision Insurance: Fully covered
  • Retirement Plans: 401(k) with employer match up to 4%
  • Paid Time Off: Paid sick and safe leave, 10 federal holidays, floating holiday + your birthday, and generous vacation
  • Other:
  • • Basic Life & AD&D policy company paid
    • Voluntary Life
    • Flexible & remote work structure
    • Wellness reimbursement plan & mental health support
    • Community sponsorships
    • Donation matching
    • Professional development allowance
  
  If you need any form of accommodation for the interview process, please let us know at the time we contact you.
  
  We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. Currently we are only open to remote employees residing in the following states: AL, FL, IN, MO, NC, NM, OH, PA, SC, TN, TX, VA, WY

• About the company

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