IT Product Support Specialist
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Job Description
IT Product Support Specialist providing first- and second-level support for business systems at Great Minds. Troubleshooting and communicating changes for applications like Salesforce and NetSuite.
Responsibilities:
- Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others.
- Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies.
- Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed.
- Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution.
- Assist users in navigating system interfaces and business workflows.
- Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners.
- Create and update user-facing documentation and FAQs in the IT knowledge base.
- Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points.
- Identify opportunities to reduce support volume through automation, documentation, or system enhancements.
- Participate in testing of new features, integrations, or releases for supported platforms, as requested.
Requirements:
- 1+ years of experience in IT support, business systems support, or Service Desk roles
- Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus)
- Experience using service management systems like Jira Service Desk or ServiceNow
- Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace
- Strong problem-solving, communication, and troubleshooting skills
- Ability to translate technical concepts for non-technical users
- Detail-oriented with strong documentation and ticket management discipline.
Benefits:
- A cover letter and resume are required to be considered for this position.
- New employees will be required to successfully complete a background check.
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