IT Product Support Specialist
$69,000–$77,000 year
Remote
Job Summary
Provide first- and second-level support for business systems including Salesforce, NetSuite, and Dayforce, troubleshooting login issues, data errors, and workflow inconsistencies. Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution. Escalate software bugs, outages, and configuration requests to internal admins or external vendors as needed. Assist users in navigating system interfaces, communicate changes and fixes, and create or update user-facing documentation in the IT knowledge base. Partner with product owners and IT teams to relay end-user feedback and identify opportunities to reduce support volume through automation or system enhancements. Participate in testing of new features, integrations, or releases for supported platforms.
Required Qualifications
- 1+ years of experience in IT support, business systems support, or Service Desk roles
- Experience supporting or administering platforms like Salesforce and NetSuite
- 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
- Bachelor's degree in information systems, Business Administration, or a related field, or equivalent practical experience
- Full-time
- Remote
- A cover letter and resume are required to be considered for this position
- New employees will be required to successfully complete a background check
Desired Qualifications
- Salesforce Administrator or NetSuite User certification
- Experience supporting ERP/CRM systems across Finance, Sales, or HR functions
- Experience working in a hybrid or distributed workforce environment
- Exposure to integration tools (e.g., Workato, MuleSoft) or ticket triage best practices
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