Description

Provide technical support and troubleshooting for proprietary research software.

This role is remote.

Responsibilities

• Resolve Tier 1 security requests and perform cache refreshes.
• Investigate and troubleshoot Tier 2 issues within proprietary software.
• Update data using internal software tools.
• Document troubleshooting steps and resolutions in Jira Service Desk.
• Manage knowledgebase articles and perform UAT and smoke testing prior to deployment.

Required Skills

• Bachelor’s Degree in Science or Computer Science, or Associate’s degree in a related field.
• 5+ years of experience in a technical support or similar role.
• Proficiency with MS Office and MS Excel.
• Experience using Jira and Service Desk.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to learn proprietary research processes and systems quickly.

Preferred Skills

• Basic SQL scripting.
• Bilingual in English and Spanish.

Key Skills

Education

Bachelor’s Degree