[Remote] Technical Support Specialist I

Note: The job is a remote job and is open to candidates in USA. Jenzabar is looking for a highly motivated Technical Support Specialist I to join their fast-paced, customer-focused Support organization. This role provides technical troubleshooting, functional guidance, and high-quality customer service to institutions using Jenzabar products.

Responsibilities

• Provide prompt, professional technical support for Jenzabar products, troubleshooting both functional and system level issues
• Analyze and resolve customer problems using SQL, logs, browser developer tools, and structured troubleshooting workflows
• Prioritize multiple cases at once, balancing urgency, impact, and customer expectations
• Communicate clearly with customers, peers, Cloud Ops, Product, and Engineering teams
• Document findings, steps, and solutions concisely for customers and our internal knowledge base
• Act as a liaison between Support and Product Development, escalating with complete and accurate context
• Continuously increase your product and technical expertise through training, documentation, and hands-on learning

Skills

• Experience troubleshooting web applications or enterprise software
• Functional knowledge of accounting principles (Accounts Receivable, Accounts Payable, General Ledger, Purchasing) AND/OR Experience working in a Business Office or similar financial operations role
• Strong customer empathy and ability to remain calm, clear, and professional under pressure
• Excellent prioritization skills with the ability to juggle multiple cases in a fast-moving environment
• Structured problem-solving approach with attention to detail and curiosity
• Clear, concise written and verbal communication
• Ownership and accountability - you follow through, escalate early, and close the loop
• Collaborative mindset; you work effectively with Product, Cloud Ops, peers, and leadership
• Adaptability - comfortable with frequent change in tooling, process, and priorities
• Bachelor's degree in Computer Systems or a related field preferred, OR equivalent demonstrated experience such as relevant coursework or certifications (e.g., Bootcamp, Codecademy, Udemy, Coursera)
• Experience working in a support desk, helpdesk, or SaaS support environment
• Familiarity with HTML/JavaScript for diagnosing web issues
• Ability to write and interpret SQL queries
• Comfort with logs, stack traces, browser developer tools, and technical diagnostics
• Familiarity with relational databases, networks, Windows/Server environments, or application servers
• Experience creating knowledge base articles, guides, or documentation
• Experience with Jenzabar One (J1), JICS, or Jenzabar business office modules (Accounts receivable, general ledger, payroll, etc.)
• Strong functional understanding of how processes and data flow within Jenzabar products
• Ability to translate campus needs into product troubleshooting

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• PTO
• Paid Parental Leave
• Paid Holidays
• Short Term Disability
• Long Term Disability
• 401K
• Educational Assistance
• Annual bonus

Company Overview