Product Support Specialist, Tier I

Summary

Join Juvare as a Product Support Specialist, Tier I, providing technical support for internal and client projects. You will handle phone and email requests, diagnose and resolve issues with Juvare products, and collaborate with clients and internal stakeholders. The role requires proficiency in Microsoft Office, remote desktop support, and support desk/bug tracking software. You will work in a fast-paced environment, providing weekend and holiday coverage. The position is based in Atlanta or remotely. Success requires excellent communication, analytical, and problem-solving skills.

Requirements

• High school diploma or greater with specified coursework geared toward computer science
• 1-2 years of customer and/or technical support experience, help desk support preferred
• Proficiency with Microsoft Office, remote desktop support technology (such as WebEx, Zoom, or GoToMeeting), and support desk/bug tracking (JIRA)
• Desktop support experience, including Windows and desktop/laptop hardware
• Experience reading and understanding technical manuals and procedural documentation
• Experience working in a team-oriented collaborative environment
• Passion to provide outstanding service to both internal and external clients
• Excellent listening, interpersonal, written, typing, and oral communication skills
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a fast-paced environment, supporting client critical operations
• Strong analytical and problem-solving abilities, with keen attention to detail
• Exceptional analytical and problem-solving skills
• Familiarity with current technologies
• Ability to rapidly absorb and implement new technologies and procedures
• Superior attention to detail, personal initiative, and commitment to quality
• Flexibility to adapt to changing priorities and manage multiple concurrent tasks
• Knowledge of applicable data privacy practices and laws

Responsibilities

• Provide telephone and email support to a global client base in a fast-paced environment
• Provide weekend coverage (approximately one on-call weekend day/month)
• Provide holiday coverage (approximately three holiday shifts/year)
• Working hours may be adjusted to ensure 24/7 team coverage
• Execute ticket intake and triage processes and route tickets as needed
• Troubleshoot and resolve tier I support issues, including via remote sessions with end-users
• Assist in maintaining our knowledge base of common problems and solutions
• Participate in weekly team meetings, ticket review sessions, and team tabletop exercises
• Demonstrate personal discipline and ensure quality of service provided
• Understand and be aware of Juvare information security policies and standards
• Protect company and client information; inform the Compliance Officer of any information security issues
• Support compliance with Juvare policies
• Other duties as assigned

Preferred Qualifications

• Help desk support experience
• Specified coursework geared toward computer science
• 1-2 years of customer and/or technical support experience