(Hybrid) Technical Support Specialist - Rockefeller Neuroscience Institute

The Rockefeller Neuroscience Institute at West Virginia University Research Corporation is currently accepting applications for (Hybrid) Technical Support Specialist.

About the Opportunity

The Technical Support Specialist for Peak Health & Wellness Program is responsible for providing expert technical assistance and support related to our software products, mobile applications (iOS & Android), and underlying database systems. They diagnose and resolve complex technical problems, including application bugs and data integrity issues, respond effectively to user inquiries, and ensure exceptional customer satisfaction. This role requires excellent problem-solving skills, strong communication abilities, hands-on experience with data and database systems, proficiency in mobile application testing and quality assurance, a keen understanding of user interface (UI) and user experience (UX) principles, and experience with customer support ticketing systems like JIRA.

At WVU Research Corporation, we strongly believe in work-life balance and keeping time for things we love outside our work. WVU Research Corporation offers a comprehensive benefits package with a variety of options to suit your needs:

• 13 paid holidays (staff holiday calendar)
• Paid Time off (PTO)
• 403(b) retirement savings with a fully vested 3% employee contribution match, (Employees have the option of contributing an additional 1-3% of their earnings to the plan, which is also matched by the WVURC)
• A range of health insurance and other benefits
• Dependent Education Scholarship
• WVU Perks

What You'll Do

Technical Support & Troubleshooting:

• Respond to customer inquiries and support requests via phone, email, chat, and customer support ticketing systems (e.g., JIRA Service Management).
• Understand user-reported technical issues, effectively triage urgency and impact, and troubleshoot software, mobile application (iOS & Android), and database-related problems.
• Provide clear, step-by-step guidance to customers to resolve technical problems.
• Work directly with database systems to investigate user data issues, performing modifications or requesting changes through appropriate channels as needed.
• Document all support interactions, troubleshooting steps, and resolutions meticulously within the JIRA ticketing system.

Quality Assurance & Testing:

• Test iOS and Android application builds systematically to find, document, and report bugs using established QA processes.
• Collaborate with engineering teams to verify bug fixes and ensure the overall quality of the product.
• Evaluate product user interface and user experience, providing constructive feedback for improvements.

Problem Resolution & Collaboration:

• Escalate complex technical issues that require deeper investigation to higher-level support or work closely with engineers, providing detailed information to facilitate resolution
• Collaborate directly with engineering teams in finalizing resolutions for reported bugs and technical issues.
• Research and identify solutions to recurring technical problems, contributing to a proactive support environment.

Customer Service:

• Provide top-notch customer service, maintaining a professional, patient, and courteous demeanor when interacting with users.
• Ensure customer satisfaction by providing timely, effective, and empathetic support.
• Educate customers on the proper use of software and applications.
• Follow up with customers to ensure their reported issues are fully resolved.

Documentation and Reporting:

• Create and maintain technical documentation, including detailed bug reports, knowledge base articles (potentially using Atlassian Confluence), and troubleshooting guides.
• Generate reports on support activities, issue trends, and performance metrics.
• Contribute to the development and refinement of support best practices and procedures.

• Associate's degree in Information Technology, Computer Science, or a related field. Relevant certifications are a plus.
• A minimum of two (2) years of experience in the following:
  
  
  
  • IT support troubleshooting the systems, or customer support providing technical assistance, or testing the quality of a software product.
  
  
  
  
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills and Abilities

• Proven experience working with data and database systems; ability to understand data structures and query/request data modifications
• Experience and working knowledge of software testing methodologies and quality assurance processes.
• Demonstrated ability to test iOS and Android applications, identify, and clearly report bugs.
• Knowledge and understanding of user interface (UI) and user experience (UX) principles.
• Proficiency using and managing customer support ticketing systems, specifically JIRA, JIRA Service Management, and ideally Atlassian Confluence.
• Strong ability to understand, triage, and troubleshoot user-reported technical issues effectively.
• Proficiency in diagnosing and troubleshooting software and application issues across various platforms (iOS, Android, Windows, macOS).
• Experience with remote desktop support tools.
• Excellent problem-solving, analytical, and triaging skills.
• Strong communication (written and verbal) and interpersonal skills, vital for customer interaction and working effectively with engineers.
• Ability to explain complex technical concepts to non-technical users clearly and patiently.
• Exceptional customer service skills and a consistently positive, helpful demeanor.
• Ability to work independently and collaboratively as part of a team.
• Strong organizational and time management skills.
• Ability to handle challenging situations and work effectively under pressure.

The WVURC was created as a not-for-profit corporation in 1985 to support research (R1) at West Virginia University. We provide evaluation, development, patenting, management, and marketing services for inventions of the faculty, staff and students of the University.

The WVURC receives and administers funds awarded by external agencies for research and other activities and is responsible for helping protect intellectual property through patents, copyrights and licensing agreements for start-up companies based on University research.

West Virginia University Research Corporation is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.