We are seeking a Support Specialist to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California.
What You’ll Do
The Support Specialist, Technology Solutions is the first point of contact for user support across a select group of web and mobile applications within the Technology Solutions department’s portfolio. The Support Specialist, Technology Solutions builds deep expertise in a primary product and gradually expands to support additional applications within the portfolio. The role spans both foundational and advanced technical support responsibilities, including escalation management, root-cause analysis, and identifies trends to drive proactive improvements.
Success in this position requires both strong technical acumen and the ability to communicate clearly and patiently with users of varying technical backgrounds. This position is ideal for a tech-savvy individual who thrives in a remote, fast-paced environment and brings a passion for learning and helping others.
- 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.
Attributes 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
FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.
Benefits
- Competitive compensation, generous PTO, holidays
- Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
- CalPERS retirement program and optional 403(b) and 457 Retirement plans
- Tuition reimbursement
- Public Service Loan Forgiveness certified employer
If you have any questions, please email us at [email protected].
Budgeted Annual Salary Pay Range:
$75,000.00 - $85,000.00Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.
Skills Required
- At least five years of experience in a service-oriented, customer-facing role
- At least two years of experience using a user support ticketing system
- Experience with Microsoft Office, Google Workspace, Zoom, and collaborative digital tools
- Experience with Atlassian JIRA, Confluence, and Service Desk
- Experience developing and achieving key performance indicators
- Experience managing projects
- Knowledge of Agile project management methodologies, including Scrum and Kanban
- Experience supporting iOS and Android mobile applications
- Experience troubleshooting web applications using browser Developer Tools
- Experience using Zendesk Support or Jira Service Management
- Experience using JIRA to track project tasks
- Experience with HTML5, CSS, and Regular Expressions
What We Do
The Foundation for California Community Colleges (FoundationCCC) works to benefit students, colleges, and communities by reducing barriers to opportunities for all Californians and accelerating paths to economic and social mobility. The organization was founded in 1998 and serves as the official statewide nonprofit organization supporting the California Community Colleges, the largest system of higher education in the nation. FoundationCCC operates just over 70 programs and services that improve educational access and affordability, address basic needs, connect students to work-based learning, and tackle local climate change effects. These programs are organized across six priority Areas of Impact: Student Success, Workforce, Development, Equity, Community Impact, Climate Action, and System Support. The organization’s work is made possible through funding from and partnerships with philanthropy, public agencies, corporations, and donors. Since inception in 1998, FoundationCCC has grown to be one of the largest operating foundations in higher education, with over 550 full-time employees and annual revenues of over $167 million.
