Support Specialist

About the position

Job Title: Support Specialist
Primary Location: Chicago - Qualified candidates must be able to go into the office in Chicago one day a week.
Position Type: 3 months contract to hire

Overview
TalentFish is casting a line for an associate-level Support Specialist. This is a 3 contract-to-hire to hire role in Chicago - and requires that you will go into the office one day a week upon conversion. This role is open due to company growth in the Digital Market and operations organization. As a CMS Support Specialist at the Associate level, you will be working to establish, manage and enhance, and support a framework. This includes ticket and issue triage. Setting up support processes, problem solving. You will work to support a culture of continuous improvement. You will deliver training, empower team members, and work to support the product area. This role requires proactive specialists who are adept at optimization and streamlining support workflows. This role requires a passion for marketing, technology, and a mindset of supporting excellence for a leading-edge project.

Qualified candidates will be eligible to work in the US now and in the future without sponsorship.

What You Bring to the Role. (Ideal Experience)

• Bachelor's degree in business administration, Communication, Education, Marketing, Information Technology, Computer Science, or another related field

• 1-2 years relevant work experience in a technical or support environment

• Familiarity with ticketing systems such as Jira, Service Management, Freshservice, or similar tools

• Excellent written and oral communication skills and attention to detail

• Ability to build relationships, collaborate with a wide range of stakeholders from different backgrounds and functions.

• Work independently and self-manage time, prioritize tasks, and execute deliverables proactively

• Experience synthesizing complex project data and information and relaying that information to team members and stakeholders

What You'll Do. (Skills Used in this Position)

• Work with ticket triage

• Evaluate and prioritize incoming support tickets

• Prioritize and categorize issues

• Delegate tasks for timely resolution

• Track issue against SLAs, including creating and maintaining an ongoing list of deliverables and assets required for each ticket

• Maintain clear and clear lines of communication with the client and internal team members, providing regular updates regarding ongoing issues and resolutions

• Collaborate with stakeholders to gather feedback and insights for continuous improvement

• Monitor support processes and identify areas for improvement.

• Propose and implement enhancements to optimize the efficiency of issue resolution

• Knowledge and interest in industry best practices and emerging trends to enhance support services

Compensation Information
The expected salary range for this position is $20/hr-$25/hr, depending on experience and qualifications. This role also offers comprehensive benefits, including health insurance, a 401(k) plan, and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided complies with applicable state and federal regulations.

This role requires authorization to work in the U.S. without current or future visa sponsorship.

All offers are contingent upon the completion of a background check, which may include but is not limited to reference checks, education verification, employment verification, drug testing, criminal records checks, and any required certifications or compliance requirements based on the end client's background check policies and applicable laws.

TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on delivering the best possible experience for employees, consultants, and clients.
At TalentFish, we are an Equal Opportunity Employer; we embrace and encourage diversity!

Place of work