Support Specialist, Technology Solutions

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

Location: California, United States

Support Specialist, Technology Solutions

100% Remote within California, Must reside in California

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 Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California.

What You’ll Do

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. The Support Specialist, Technology Solutions builds deep expertise in a primary product and gradually expands to support additional applications within the portfolio. The role spans both foundational and advanced technical support responsibilities, including escalation management, root-cause analysis, and identifies trends to drive proactive improvements.

Success in this position requires both strong technical acumen and the ability to communicate clearly and patiently with users of varying technical backgrounds. This position is ideal for a tech-savvy individual who thrives in a remote, fast-paced environment and brings a passion for learning and helping others.

• Resolve customer inquiries in an accurate and timely manner; follow up and through 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.

Attributes for Success

• 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

• We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better
• Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
• 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

What we Offer

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.

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

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.