Tech Support Specialist

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About the Opportunity

The organization is a mission-driven entity dedicated to assisting individuals in accessing the government benefits and support they are entitled to. It combines expert advocacy with technology to simplify complex processes for claimants.

The team is seeking a Tech Support Specialist who excels at problem-solving, enjoys troubleshooting, and can develop systems to proactively address issues. This position is vital for maintaining smooth daily operations and supporting future scalability.

Key Responsibilities

Daily Troubleshooting & Support (50%)

• Diagnose and resolve day-to-day technical issues, including but not limited to: e-signature integration failures, incorrect workflow status updates, and system blockages for medical records, case artifacts, or other files.
• Monitor daily reports and logs for errors.
• Act as the primary point of contact for internal teams experiencing operational technology challenges.
• Escalate and coordinate issue resolution with the engineering team as necessary.

Onboarding & IT Support (20%)

• Set up accounts, access, and necessary tools for new team members.
• Manage software licenses and user permissions across various platforms.
• Provide basic IT support to staff, including troubleshooting email, Slack, Salesforce, and other applications.

Systems & Process Improvement (30%)

• Analyze recurring issues to implement improvements that reduce future occurrences.
• Collaborate with operations and engineering teams to design scalable and reliable systems.
• Develop documentation and internal guides to streamline troubleshooting and onboarding processes.

Required QualificationsExperience: 2–4 years in a technical operations, IT, or support engineering role.

Skills:

• Strong troubleshooting capabilities across SaaS systems, including CRM, workflow tools, and integrations.
• Proficiency in navigating and resolving issues within Salesforce or comparable platforms.
• Foundational knowledge of IT support, encompassing identity management, access provisioning, and device/software troubleshooting.

Mindset:

• A problem-solver who is motivated by fixing existing issues and preventing future ones.
• Detail-oriented with the ability to understand the broader context when designing processes.
• Thrives in a dynamic, mission-focused environment.

Additional Information

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.