[Hiring] Support Specialist, Technology Solutions @Foundation for California Community Colleges

Role Description

We are seeking a Support Specialist to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Support Specialist, Technology Solutions is the first point of contact for user support across a select group of web and mobile applications within the Technology Solutions department’s portfolio.

• Build deep expertise in a primary product and gradually expand to support additional applications within the portfolio.
• Handle both foundational and advanced technical support responsibilities, including:
  • Escalation management
  • Root-cause analysis
  • Identifying trends to drive proactive improvements
• Resolve customer inquiries in an accurate and timely manner; follow up to ensure a positive customer experience.
• Identify and develop comprehensive User Support processes.
• Reproduce raised issues to verify and thoroughly document each user interaction.
• Conduct user account reviews and audits, upholding security standards and policies.
• Conduct test scenarios that ensure all error-handling processes perform as expected.
• Investigate system performance and configuration changes.
• Lead user training, primarily through online sessions, with occasional in-person training to demonstrate how to use tools.

Qualifications

• Knowledge of Agile project management methodologies and techniques (Scrum, Kanban, etc.).
• 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, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings.
• CalPERS retirement program and optional 403(b) and 457 Retirement plans.
• Tuition reimbursement.
• Public Service Loan Forgiveness certified employer.

Company Description

FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency. Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more. We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall.

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

If you have any questions, please email us at [email protected].

Budgeted Annual Salary Pay Range: $75,000.00 - $85,000.00. Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.