IT Product Support Specialist

🕒 July 20

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $69k - $77k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

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Great Minds

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2007

📚 Education

Education

Great Minds is an educational company dedicated to developing high-quality instructional materials for students and teachers. It offers comprehensive curricula in mathematics, English language arts, and science, designed to build deep and enduring knowledge. Great Minds' products, such as the Eureka Math², Wit & Wisdom, and PhD Science, aim to advance equity in classrooms by engaging all learners. The company supports educators with professional learning resources and customizable teaching materials that align with state standards and focus on building essential skills and knowledge. Great Minds is committed to making educational opportunities accessible to every student and provides resources to help educators tailor instruction to meet diverse classroom needs.

📋 Description

• 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.