Support Specialist, Technology Solutions

Location:

California, United States

We are seeking a Support Specialist to join the Foundation in its mission of benefit ting, 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.

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.

• 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…