Support Specialist - Technology Solutions

November 7

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Foundation for California Community Colleges

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philanthropy • community colleges • endowment • California Community Colleges • workforce development

201 - 500 employees

Founded 1998

📚 Education

🤝 Non-profit

🌍 Social Impact

Description

• 100% Remote within California, Must reside in California • The Support Specialist is the first point of contact for user support across a select group of web and mobile applications. • This role requires developing a strong understanding of the assigned products and maintaining deep technical expertise in their features and systems. • The Support Specialist will collaborate closely with teammates and cross-functional partners to drive user-centric product improvements. • Responsibilities include writing and updating help articles, facilitating user training, and escalating issues as needed to enhance user satisfaction. • Ideal for a tech-savvy individual with strong customer service skills who can work remotely, handle multiple projects, and brings enthusiasm for learning and supporting users.

Requirements

• Knowledge of Agile project management methodologies and techniques (Scrum, Kanban, etc.), as well as other disciplines of project management • Experience with HTML5, CSS, and Regular Expressions is a plus • 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; preferably Zendesk Support or Jira Service Management. • Experience supporting iOS and Android mobile applications and troubleshooting web-based applications via browser Developer Tools is highly preferred. • Experience with Microsoft Office, Google Suite, Zoom, and other digital systems, platforms, and tools that support collaborative work required • Experience with Atlassian products: JIRA, Confluence, and Service Desk; experience using JIRA to track project tasks is preferred • Experience developing and achieving Key Performance Indicators • Experience managing projects required

Benefits

• Competitive compensation, • generous PTO, • holidays • Medical, dental, and vision plans, • Flexible Spending Accounts, • Health Savings Accounts (HSA), • Employee Assistance Program (EAP), • Wellness offerings • CalPERS retirement program and optional 403(b) and 457 Retirement plans • Tuition reimbursement • Public Service Loan Forgiveness certified employer