IT Product Support Specialist

Great Minds•Dc, DC

8d•Remote

About The Position

Great Minds is a growing organization dedicated to providing high-quality educational content and tools. As a Public Benefit Corporation, we aim to ensure all students have access to challenging content and teachers have effective resources. We develop curricula in math, science, and ELA, supported by professional learning, technology, and responsive service. Our products, including Eureka Math, Wit & Wisdom, and PhD Science, are used in thousands of schools nationwide. We are focused on enhancing customer experiences across the entire educator journey, from curriculum to professional learning and support, with a vision to become a partner in achieving educational outcomes at scale. Reporting to the Senior Manager, Service Desk, the IT Product Support Specialist will be a crucial member of the Service Desk team. This role serves as the primary point of contact for resolving and triaging support requests related to essential enterprise business applications such as Salesforce, NetSuite, and other critical SaaS tools. The specialist will provide support to various business units including Sales, Finance, HR, and Operations, focusing on Tier 1 and Tier 2 support. Key responsibilities include identifying user issues, escalating bugs or configuration requests to the appropriate teams, and documenting recurring issues and their solutions.

Requirements

1+ years of experience in IT support, business systems support, or Service Desk roles
Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus)
Experience using service management systems like Jira Service Desk or ServiceNow
Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace
Strong problem-solving, communication, and troubleshooting skills
Ability to translate technical concepts for non-technical users
Detail-oriented with strong documentation and ticket management discipline

Nice To Haves

Salesforce Administrator or NetSuite User certification
Experience supporting ERP/CRM systems across Finance, Sales, or HR functions
Experience working in a hybrid or distributed workforce environment
Exposure to integration tools (e.g., Workato, MuleSoft) or ticket triage best practices

Responsibilities

Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others.
Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies.
Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed.
Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution.
Assist users in navigating system interfaces and business workflows.
Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners.
Create and update user-facing documentation and FAQs in the IT knowledge base.
Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points.
Identify opportunities to reduce support volume through automation, documentation, or system enhancements.
Participate in testing of new features, integrations, or releases for supported platforms, as requested.