Technical Support Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely and professional technical support for Jenzabar products, addressing both functional and system-level challenges.

• Diagnose and resolve customer issues utilizing SQL, logs, browser developer tools, and structured troubleshooting methodologies.

• Manage multiple cases effectively while considering urgency, impact, and customer expectations.

• Engage in communication with customers, colleagues, Cloud Operations, Product, and Engineering teams.

• Record findings, processes, and solutions for both customers and the internal knowledge base.

• Act as a liaison between Support and Product Development, escalating issues with comprehensive and precise context.

• Enhance product and technical knowledge through training, documentation, and hands-on experience.

⛳️ Requirements

• Experience in troubleshooting web applications or enterprise software.

• Functional understanding of higher education registration, financial aid, or related areas concerning students and enrollment.

• Exceptional customer empathy and the ability to stay calm, clear, and professional under pressure.

• Strong prioritization skills with the capability to manage multiple cases in a fast-paced environment.

• Structured problem-solving skills with keen attention to detail and a sense of curiosity.

• Clear and concise written and verbal communication abilities.

• Demonstrated ownership and accountability, including timely follow-through, early escalation, and closure of issues.

• Collaborative approach, capable of working effectively with Product, Cloud Operations, peers, and leadership.

• Flexibility to adapt to frequent changes in tools, processes, and priorities.

• Bachelor’s degree in Computer Systems or a related field is preferred, or equivalent demonstrated experience such as relevant coursework or certifications.

• Experience in a support desk, helpdesk, or SaaS support environment.

• Familiarity with HTML/JavaScript for troubleshooting web issues.

• Capability to write and interpret SQL queries.

• Knowledge of logs, stack traces, browser developer tools, and technical diagnostics.

• Familiarity with relational databases, networks, Windows/Server environments, or application servers.

• Experience in creating knowledge base articles, guides, or documentation.

• Familiarity with Jenzabar One (J1), JICS, or Jenzabar business office modules.

• Strong functional understanding of processes and data flow within Jenzabar products.

• Ability to convert campus needs into effective product troubleshooting.

• Applicants must not require employer-sponsored work visas.

🏝️ Benefits

• Medical Insurance

• Life Insurance

• Dental Insurance

• Vision Insurance

• PTO

• Paid Parental Leave

• Paid Holidays

• Short Term Disability

• Long Term Disability

• 401K

• Educational Assistance

• Annual bonus eligibility

• Full range of benefits