Support Specialist, Technology Solutions

Foundation for California Community Colleges•US CA Remote, CA

3d•$75,000 - $85,000•Remote

About The Position

The Support Specialist, Technology Solutions is the first point of contact for user support across a select group of web and mobile applications in the Technology Solutions department’s portfolio. The specialist develops deep expertise in a primary product and gradually expands support to additional applications. The role includes foundational and advanced technical support, escalation management, root-cause analysis, and identifying trends that can drive proactive improvements. Success requires technical acumen and clear, patient communication with users of varying technical backgrounds. The position is suited to someone who thrives in a remote, fast-paced environment and enjoys learning and helping others. The Foundation for California Community Colleges supports and enhances California Community Colleges and aims to double its impact over the next 10 years. It describes its work as collaborative with public and private partners, focused on improving the student experience and expanding pathways to economic and social mobility across California.

Requirements

At least 5 years of experience in a service-oriented, customer-facing role.
At least 2 years of experience using a user support ticketing system; Zendesk Support or Jira Service Management is preferred.
Experience with Microsoft Office, Google Suite, Zoom, and other digital systems, platforms, and tools that support collaborative work.
Experience with Atlassian products, including JIRA, Confluence, and Service Desk.
Experience developing and achieving Key Performance Indicators.
Project management experience.
Mission-driven, passionate, equity-minded, and strongly interested in making a positive impact on people’s lives.

Nice To Haves

Knowledge of Agile project management methodologies and techniques, such as Scrum and Kanban, and other project management disciplines.
Experience with HTML5, CSS, and Regular Expressions.
Experience supporting iOS and Android mobile applications and troubleshooting web-based applications using browser Developer Tools; highly preferred.
Experience using JIRA to track project tasks.

Responsibilities

Resolve customer inquiries accurately and promptly, following through to ensure a positive customer experience.
Identify and 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.
Conduct test scenarios to ensure error-handling processes perform as expected.
Investigate system performance and configuration changes.
Lead user training, primarily online, with occasional in-person demonstrations of tools.
Manage escalations, conduct root-cause analysis, and identify trends for proactive improvements.
Develop and achieve Key Performance Indicators.
Manage projects.