Service Specialist

What you'll do

• Provide technical support for hardware and software issues via phone and email.
• Troubleshoot device integration problems and perform basic log analysis.
• Manage Jira Service Desk tickets from initial creation through resolution.
• Conduct merchant training on the functionality of specific products and services.
• Create and maintain internal documentation to support team knowledge growth.
• Perform root cause analysis and identify trends for service improvements.
• Participate in a monthly rotation for after-hours and weekend emergency support.

What we're looking for

• 1-3 years of experience in a customer-focused position involving technical knowledge of products and services.
• Bachelor’s degree in computer science or related technology field (preferred).
• Ability to explain technical issues in simple terms to internal and external clients.
• Strong interpersonal, oral, and written communication skills.
• Technical acumen including ability to perform log analysis and troubleshoot hardware/software.
• Proficiency in creating and managing tickets within a Jira Service Desk environment.
• Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis, and Trend Analysis (preferred).
• ITIL Service Delivery, IT Service Improvement, IT Standards, Procedures & Policies, Problem Solving, and Process Management (preferred).