User Support Specialist — Tier 1-2, Agile Helpdesk Pro

Concept Plus, LLC; United States; Remote; USD 52.000 - 76.000; Vollzeit

Zusammenfassung

Concept Plus, LLC is seeking a User Support Specialist to provide Tier 1 and 2 support and elevate Tier 3 issues for the KDSS platform. You will work within a Scrum team and be the first point of contact for user questions, assisting with testing during downtime and producing technical writing when needed.

The role requires US citizenship, familiarity with Agile practices, and experience with Jira and Jira Service Management, as well as MS Office.

Qualifikationen

• Must be a US citizen.
• 2+ years of Help Desk support experience.
• Experience with Agile methodologies.
• Proficient with Jira and Jira Service Management.
• Proficient in MS Office Suite.

Aufgaben

• Provide Tier 1 and Tier 2 user support, escalating Tier 3 issues to the Scrum team for resolution; engage functional SMEs to help resolve user issues.
• Act as the first point of contact for user questions and issues, receiving support and guidance from the Functional Lead.
• Support system testing during downtime and provide technical writing support as needed.
• Support testing and documentation activities during downtime from resolving helpdesk inquiries

Kenntnisse

Communication skills

Agile methodologies

Help desk experience

Tools

Jira

Jira Service Management

MS Office

Jobbeschreibung

Concept Plus, LLC is seeking a User Support Specialist to provide Tier 1 and 2 support and elevate Tier 3 issues for the KDSS platform. You will work within a Scrum team and be the first point of contact for user questions, assisting with testing during downtime and producing technical writing when needed.

The role requires US citizenship, familiarity with Agile practices, and experience with Jira and Jira Service Management, as well as MS Office.