What are the responsibilities and job description for the Support Specialist, Technology Solutions position at Foundation for California Community Colleges?
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 benefiting, 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. This role requires developing a strong understanding of the assigned products and maintaining deep technical expertise in their features and systems.
The Support Specialist, Technology Solutions will collaborate closely with teammates and cross-functional partners to drive user-centric product improvements. They will also be responsible for writing and updating help articles, facilitating user training, and escalating issues as needed to enhance user satisfaction.
This role is ideal for a tech-savvy individual with strong customer service skills who can work remotely, handle multiple projects, and brings enthusiasm for learning and supporting users.
- 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
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
This posting is a condensed version of the full job description. To request the full job description, please email us at jobs@foundationccc.org.
Budgeted Annual Salary Pay Range :
70,000.00 - $80,000.00
Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.
Salary : $70,000 - $80,000
