Support Specialist, Technology Solutions

About the role

You will be the first contact for users of a set of web and mobile applications, handling support from basic questions to escalations and root cause analysis. The role is fully remote for candidates living in California.

What you will do

• Answer user inquiries accurately and promptly, following up until the experience is positive
• Build and refine comprehensive user support processes
• Reproduce reported issues and document every user interaction thoroughly
• Audit and review user accounts to uphold security standards
• Run test scenarios to confirm error handling works as intended
• Investigate performance and configuration changes, and lead user training sessions online and occasionally in person

What they look for

• Five or more years in a service oriented, customer facing role
• Two or more years using a support ticketing system, ideally Zendesk Support or Jira Service Management
• Experience managing projects and developing key performance indicators
• Comfort with Microsoft Office, Google Suite, Zoom and similar collaborative tools
• Knowledge of Agile methods such as Scrum and Kanban plus other project management approaches
• Clear, patient communication with users of varied technical backgrounds

Nice to have

• HTML5, CSS and regular expressions
• Supporting iOS and Android apps and debugging web apps with browser developer tools
• Atlassian products such as JIRA, Confluence and Service Desk, including tracking tasks in JIRA