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Remote Technical Product Support Specialists
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Job Description
- Req#: 197728
Employer Industry: Higher Education Technology
Why consider this job opportunity:
- Salary range of $57,000 - $63,800
- Excellent University of Utah benefits including 14.2% retirement contributions and 50% tuition reduction
- Strong work-life balance with hybrid/remote flexibility
- Opportunity to shape new support processes and influence system improvements
- Work with purpose by supporting systems that enable critical research and health innovation
What to Expect (Job Responsibilities):
- Provide mid-level/tier two technical product support to customers via calls, emails, live chat, and video
- Investigate escalated issues by reviewing initial support notes and gathering additional information from customers
- Update incident logs and convey customer feedback to product development teams
- Escalate complex issues to technical product support engineers or management as needed
- Conduct important work under minimal supervision with wide latitude for independent judgment
What is Required (Qualifications):
- 1 year of higher education can be substituted for 1 year of directly related work experience
- Requires a bachelor's degree (or equivalency) + 4 years or a master's degree (or equivalency) + 2 years of directly related work experience
- Strong experience providing Tier 2 application or product support
- Ability to troubleshoot complex, multi-system workflows
- Excellent communication skills and customer empathy
How to Stand Out (Preferred Qualifications):
- Experience with ITIL frameworks, including incident, problem, and change management processes
- Ability to apply ITIL principles to improve service delivery and enhance user experience
#HigherEducation #TechnicalSupport #RemoteWork #CareerOpportunity #UniversityBenefits
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