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
Jenzabar provides software, strategies, and services for the administration of higher education institutions. It was founded in 1998, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is http://www.jenzabar.com.