Product Specialist

About the role

We are looking for a Product Specialist to provide Tier 1 application and technical support for the client. The Product Specialist will collaborate with business units and cross-functional teams to support application users, resolve service requests, conduct user acceptance testing, maintain knowledge base resources, and ensure applications meet business requirements and quality standards. This position is a full-time contract role and remote.

Responsibilities

• Provide Tier 1 support for Division applications
• Serve as the first point of contact for incoming service requests
• Review service requests against existing knowledge base solutions
• Gather and document information from users regarding reported issues
• Track, route, and redirect unresolved incidents to appropriate support resources
• Escalate complex issues to Tier 2 Service Desk teams
• Provision and manage application access for users
• Identify, analyze, and route data exceptions
• Guide users through troubleshooting and problem-solving steps
• Communicate resolutions and updates to users in a timely manner
• Resolve and close low-level service requests
• Maintain accurate records and documentation of support activities and solutions
• Perform periodic reviews and updates of knowledge base content
• Conduct user access audits
• Execute user acceptance testing (UAT) for web-based applications
• Collaborate with business units to support product development, implementation, and training initiatives
• Assist in ensuring products and applications meet functional specifications and business requirements
• Report directly to the Support Manager

Requirements

• 2+ years of experience with Windows operating systems
• 2+ years of excellent analytical and logical problem-solving skills
• Ability to provide professional customer-focused technical support
• Strong communication and documentation skills
• Ability to work independently while following established support processes
• Experience troubleshooting application and browser-related issues
• Ability to manage multiple service requests in a fast-paced environment

Preferred Qualifications

• Strong Microsoft productivity software skills
• 2+ years of experience performing user acceptance testing on web applications
• 2+ years of experience using knowledge base and ticketing systems
• 2+ years of experience providing end-user system support
• 2+ years of experience providing Tier 1 IT and application troubleshooting
• 2+ years of experience troubleshooting browser dependency issues
• 2+ years of direct customer service experience
• 2+ years of experience with bug documentation and bug lifecycle management
• 2+ years of experience with macOS
• 2+ years of workstation troubleshooting experience
• Working knowledge of application and desktop security concepts
• Experience with Android OS mobile device support
• Experience using remote desktop control tools
• Experience writing SQL queries
• Knowledge of healthcare, human services, or developmental disability programs is a plus

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around for meetings and collaboration
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
• Ability to communicate effectively with users via phone, email, and remote support tools

Pay

$38 - $42 per hour. Exact compensation may vary based on several factors, including location, experience, and education.

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid sick leave and/or other paid time off as provided by applicable law