Technical Support Specialist

Overview

Technical Support Specialist role at Optimal Growth Technologies — entry-level professional to provide front-line support for our finance and HR systems, including NetSuite, Basware, Kyriba, and Workday. This role focuses on processing user access requests, helping employees navigate systems, and ensuring a positive customer service experience for internal teams.

Location : Remote

Contract duration : 12 months

Responsibilities

• User Access Management : Process new user access requests, modifications, and removals for finance and HR systems in line with documented procedures. Maintain accurate access records for compliance purposes.
• First-Line Support : Serve as the first point of contact for user questions and issues. Provide basic troubleshooting and escalate complex problems to senior staff or vendors.
• Customer Service : Respond to requests in a friendly, professional, and timely manner, ensuring employees have the tools and access they need.
• Ticket Management : Track, update, and close support requests in ServiceNow, ensuring proper documentation of actions taken.
• Onboarding Support : Assist with setting up accounts and providing basic system navigation guidance for new employees.
• Compliance Assistance : Support audit activities by gathering requested access lists, screenshots, or reports.
• Documentation : Keep step-by-step guides, FAQs, and access request procedures up to date.
• Collaboration : Work closely with finance, HR, and IT teams to ensure smooth system operations.
• 5 years of experience in a system support, help desk, or customer service role (internships or related coursework welcome).
• Familiarity with Microsoft Excel and comfortable learning new software applications.
• Strong attention to detail and ability to follow established processes.
• Clear and friendly communication skills for working with internal customers.
• Customer-focused mindset with a willingness to help others.
• Good organizational skills for tracking requests and follow-ups.
• Ability to stay calm and professional when resolving user issues.
• Eager to learn financial and HR systems with on-the-job training.

Qualifications

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