IT Product Support Specialist

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Deliver first- and second-level support for business systems including Salesforce, NetSuite, Dayforce, and other applications.

• Diagnose application issues such as login/access difficulties, data entry mistakes, report generation problems, and workflow discrepancies.

• Refer software bugs, outages, and configuration requests to internal application administrators or external vendors as necessary.

• Oversee incoming tickets, ensuring precise logging and categorization while upholding service level agreements (SLAs) for response and resolution.

• Guide users in navigating system interfaces and business processes.

• Collaborate with IT and business owners to communicate changes, outages, and fixes related to business applications.

• Develop and revise user-facing documentation and FAQs within the IT knowledge base.

• Work alongside internal product owners, IT Business Analysts, and Admin teams to convey end-user feedback and challenges.

• Spot opportunities to minimize support volume via automation, documentation, or system improvements.

• Engage in testing new features, integrations, or releases for supported platforms when requested.

⛳️ Requirements

• Over 1 year of experience in IT support, business systems support, or Service Desk positions.

• Proficient in supporting or managing platforms like Salesforce and NetSuite (certifications are advantageous).

• Familiar with service management systems such as Jira Service Desk or ServiceNow.

• Knowledge of business tools support including Dayforce, DocuSign, and Google Workspace.

• Excellent problem-solving, communication, and troubleshooting abilities.

• Capability to explain technical concepts to non-technical users.

• Detail-oriented with a strong commitment to documentation and ticket management practices.

🏝️ Benefits

• A cover letter and resume are mandatory for consideration for this role.

• New hires will need to successfully complete a background check.