Technical Solutions Specialist

4 days ago


San Francisco, California, United States Foundation for California Community Colleges Full time
Technical Solutions Specialist

We are seeking a highly skilled Technical Solutions Specialist to join the Foundation for California Community Colleges in its mission of benefiting, supporting, and enhancing the California Community Colleges system.

The role requires developing a deep understanding of assigned products and maintaining technical expertise in their features and systems. The Technical Solutions Specialist will collaborate closely with teammates and cross-functional partners to drive user-centric product improvements.

This position involves writing and updating help articles, facilitating user training, and escalating issues as needed to enhance user satisfaction.

  • 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
Requirements for Success
  • 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, and for their knowledge of business, philanthropy, technology, communications, and more
  • We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall
What We Offer

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