Support Specialist, Technology Solutions
New
F
Foundation for California Community CollegesHigher education technology
100% Remote within California, Must reside in CaliforniaFull-Time
Salary75,000 - 85,000 USD per year
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Job Details
- Experience
- Minimum of five (5) + years of experience in a service-oriented, customer-facing role; Minimum of two (2) + years of utilizing a user support ticketing system
- Required Skills
- AndroidJiraMicrosoft OfficeConfluenceGoogle WorkspaceiOS
Requirements
- Have at least five years of experience in a service-oriented, customer-facing role.
- Have at least two years of experience using a user support ticketing system; Zendesk Support or Jira Service Management is preferred.
- Have experience supporting iOS and Android mobile applications and troubleshooting web-based applications with browser Developer Tools; this experience is highly preferred.
- Have experience with Microsoft Office, Google Suite, Zoom, and other collaborative digital systems, platforms, and tools.
- Have experience with Atlassian products, including JIRA, Confluence, and Service Desk.
- Have experience managing projects.
- Have experience developing and achieving Key Performance Indicators.
- Have knowledge of Agile project management methodologies, including Scrum and Kanban.
- Experience with HTML5, CSS, and Regular Expressions is a plus.
Responsibilities
- Resolve customer inquiries accurately and promptly, and follow up to ensure a positive customer experience.
- Develop comprehensive user support processes.
- Reproduce reported issues and thoroughly document each user interaction.
- Conduct user account reviews and audits while upholding security standards and policies.
- Test error-handling processes using defined scenarios.
- Investigate system performance and configuration changes.
- Lead user training, primarily through online sessions, with occasional in-person training.
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