Product Specialist
About The Position
We are looking for a motivated Product Specialist ready to take us to the next level! If you have 2+ years working with Windows operating systems, strong technical support skills, and are looking for your next career move, apply now. We are looking for a Product Specialist to provide Tier 1 application and technical support for the client. The Product Specialist will collaborate with business units and cross-functional teams to support application users, resolve service requests, conduct user acceptance testing, maintain knowledge base resources, and ensure applications meet business requirements and quality standards. This position will be a full-time contract role and remote.
Requirements
- 2+ years of experience with Windows operating systems
- 2+ years of excellent analytical and logical problem-solving skills
- Ability to provide professional customer-focused technical support
- Strong communication and documentation skills
- Ability to work independently while following established support processes
- Experience troubleshooting application and browser-related issues
- Ability to manage multiple service requests in a fast-paced environment
Nice To Haves
- Strong Microsoft productivity software skills
- 2+ years of experience performing user acceptance testing on web applications
- 2+ years of experience using knowledge base and ticketing systems
- 2+ years of experience providing end-user system support
- 2+ years of experience providing Tier 1 IT and application troubleshooting
- 2+ years of experience troubleshooting browser dependency issues
- 2+ years of direct customer service experience
- 2+ years of experience with bug documentation and bug lifecycle management
- 2+ years of experience with macOS
- 2+ years of workstation troubleshooting experience
- Working knowledge of application and desktop security concepts
- Experience with Android OS mobile device support
- Experience using remote desktop control tools
- Experience writing SQL queries
- Knowledge of healthcare, human services, or developmental disability programs is a plus
Responsibilities
- Provide Tier 1 support for Division applications
- Serve as the first point of contact for incoming service requests
- Review service requests against existing knowledge base solutions
- Gather and document information from users regarding reported issues
- Track, route, and redirect unresolved incidents to appropriate support resources
- Escalate complex issues to Tier 2 Service Desk teams
- Provision and manage application access for users
- Identify, analyze, and route data exceptions
- Guide users through troubleshooting and problem-solving steps
- Communicate resolutions and updates to users in a timely manner
- Resolve and close low-level service requests
- Maintain accurate records and documentation of support activities and solutions
- Perform periodic reviews and updates of knowledge base content
- Conduct user access audits
- Execute user acceptance testing (UAT) for web-based applications
- Collaborate with business units to support product development, implementation, and training initiatives
- Assist in ensuring products and applications meet functional specifications and business requirements
- Report directly to the Support Manager
Benefits
- medical, dental, and vision insurance
- 401k retirement account access
- paid sick leave
- other paid time off as provided by applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
