Remote Technology Production Support Associate

Summary

Join our growing tech team as a Production Support Associate and support the Production Support Manager and IT/Helpdesk team in resolving technical issues and improving processes. Collaborate with other teams, troubleshoot new issues, write knowledge articles, and identify opportunities for improvement.

Requirements

• Minimum of 3 years of IT production support experience
• Experience with various browser and operating system testing, including mobile platforms
• Strong communication skills
• Ability to multitask and prioritize workload
• Experience working in an Agile/Scrum development process
• Experience with Jira and ServiceDesk or similar software

Responsibilities

• Collaborate with other supporting teams (Engineering, Customer Love System Operations, QA, Helpdesk, Technical Solutions, etc)
• Responsible for resolving all reported issues: prioritize, consolidate, escalate and follow up
• Adhere to SLAs and processes for issue handling
• Troubleshooting new issues to facilitate solutions
• Write clear, concise and comprehensive knowledge articles for common issues; update and maintain
• Identify, record, document thoroughly and track bugs

Benefits

• Health, vision, and dental insurance for eligible employees
• Paid vacation, sick, holidays & volunteer time-off for eligible employees
• 401K with company match