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 will be a full-time contract role and remote.

What You'll Do

• 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

What You'll Need

Required:

• 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:

• 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

#LI-KW1