Remote Technology Solutions Support Specialist

Foundation for California Community Colleges; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

PTO & holidays

Medical/Dental/Vision coverage

HSA/Wellness programs

CalPERS retirement + 403(b) & 457

Tuition reimbursement

Public Service Loan Forgiveness

Job summary

Foundation for California Community Colleges is seeking a Support Specialist, Technology Solutions to be the first point of contact for user support across a portfolio of web and mobile applications. The role requires a mix of technical acumen and clear, patient communication in a fully remote California setting.

You will build expertise in our primary product, manage escalations, document interactions, and contribute to process improvements.

Qualifications

• Five (5) + years in a service-oriented, customer-facing role.
• Experience with a user support ticketing system; Zendesk or Jira Service Management preferred.
• Experience supporting iOS and Android apps and troubleshooting via browser tools.
• Experience with Microsoft Office, Google Suite, Zoom, and other collaboration tools.
• Atlassian products: JIRA, Confluence, Service Desk; Jira task tracking preferred.

Responsibilities

• Resolve customer inquiries accurately and promptly; ensure a positive experience.
• Identify and develop comprehensive User Support processes.
• Reproduce issues and document interactions thoroughly.
• conduct user account reviews and audits, uphold security standards.
• Lead user training via online sessions; some in-person training.

Skills

Agile methodologies

Customer support

Zendesk/Jira

HTML5/CSS

iOS/Android support

Microsoft Office/Google Suite/Zoom

JIRA/Confluence/Service Desk

KPIs/Project management

Tools

Zendesk Support

Jira Service Management

JIRA

Confluence

Job description

Foundation for California Community Colleges is seeking a Support Specialist, Technology Solutions to be the first point of contact for user support across a portfolio of web and mobile applications. The role requires a mix of technical acumen and clear, patient communication in a fully remote California setting.

You will build expertise in our primary product, manage escalations, document interactions, and contribute to process improvements.