Technical Support Specialist I

This is a Fully Remote Job

About Our Client:

The organization operates within the higher education software industry, addressing the complex needs of institutions managing student registration, financial aid, and enrollment processes. It provides software products that facilitate these administrative areas, supporting educational institutions in delivering efficient and effective services to their communities.

About the Opportunity:

The TECHNICAL SUPPORT SPECIALIST I role is focused on delivering technical troubleshooting and functional guidance to users of the organization's products. This position is critical in resolving customer issues, ensuring high-quality support, and acting as a bridge between support and product teams to improve service and product functionality.

Responsibilities:

• Provide timely and professional technical support for organization products.
• Troubleshoot and resolve functional and system-level issues.
• Analyze customer problems using SQL, logs, and browser developer tools.
• Manage multiple support cases by prioritizing based on urgency and impact.
• Communicate effectively with customers and internal teams.
• Document solutions and update internal knowledge bases.
• Escalate issues to Product Development with detailed context.
• Continuously develop product and technical expertise.

Requirements:

• Experience troubleshooting web applications or enterprise software.
• Functional knowledge of higher education registration, financial aid, or related student enrollment areas.
• Strong customer empathy and professionalism under pressure.
• Excellent prioritization and multitasking skills.
• Structured problem-solving ability with attention to detail.
• Clear and concise written and verbal communication skills.
• Ownership and accountability in handling cases.
• Collaborative approach working with multiple departments.
• Adaptability to frequent changes in tools, processes, and priorities.

Preferred Qualifications:

• Bachelor’s degree in Computer Systems or related field, or equivalent experience.
• Experience in support desk or SaaS support environments.
• Familiarity with HTML/JavaScript and SQL.
• Comfort working with logs, stack traces, and technical diagnostics.
• Knowledge of relational databases, networks, and server environments.
• Experience creating documentation and knowledge base articles.
• Familiarity with the organization's specific software modules and workflows.

Pay Range and Compensation Package:

• The pay range for this position is $47,000 to $56,000 per year; salary offered may vary based on knowledge, location, skills, and experience.
• Eligible for an annual bonus and a full range of benefits.

Benefits & Perks:

• Medical insurance
• Dental insurance
• Vision insurance
• Paid parental leave
• Paid holidays
• Short term disability
• Long term disability
• 401(k)
• Educational assistance

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.