Job Title: DDD Product Specialist Job ID: 26-04245 Location: Remote Duration: 9-month contract
Job Description:
Collaborates with business units to develop business plans, as well as designs, produces, launches, and advertises organizational products and services.
The Product Specialist collaborates with business units and coordinates with cross-functional teams to provide strategies, product development, and training solutions. Assures the product meets specifications.
As a Product Specialist with the Client, the candidate will perform technical and application support functions including, but not limited to:
Provide tier 1 support for client's applications
Provide first-level contact for incoming service requests
Review incoming service requests for knowledge base solutions
Collect information from users for service requests
Track, route, and redirect unresolved service requests to correct resources
Escalate complex issues to Tier 2 Service Desk resources
Provision application access
Identify and Route Data Exceptions
Walk users through problem-solving steps
Convey resolutions of service requests to users
Resolve and Close low-level service requests
Perform proper recording and documentation of activities and solutions
Perform periodic knowledge base review
Perform user access audits
Perform user acceptance testing
This role will report to the Support Manager
Skill Metrics
Skill Required / Desired Amount of Experience
Strong Microsoft productivity software skillsHighly desired2Years
Experience performing user acceptance testing on web applicationsHighly desired2Years
Extensive experience with Windows operating systemsRequired2Years
Excellent analytical and logical skillsRequired2Years
Experience using knowledge base and ticketing systemsHighly desired2Years
Experience providing end-user system supportHighly desired2Years
Experience providing tier 1 IT and application troubleshootingHighly desired2Years
Experience troubleshooting browser dependency issuesHighly desired2Years
Experience with providing direct customer serviceHighly desired2Years
Experience with bug documentation and bug lifecycleHighly desired2Years
Experience with MAC OSHighly desired2Years
Experience with workstation troubleshootingHighly desired2Years
Experience with Android OS for mobile deviceNice to have2Years
Working knowledge of application and desktop security conceptsHighly desired2Years
Experience with remote desktop control toolsNice to have2Years
Experience writing SQL QueriesNice to have2Years
Compensation:
The hourly rate for this position is between $39.00-$44.00 per hour.
Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].
Benefits:
Sunrise offers ACA compliant medical coverage/dental insurance/vision insurance to all employees. We also offer Sick time benefits as required per State regulations.