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technical support specialist

DoseSpot

<div>Who We Are:
PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.
Technical Support Specialist, L2
The Role:
As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength.
Key Responsibilities:<ul><li>
Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders</li><li>
Support in the development and documentation of processes and best practices to provide support for customers and product end users</li><li>
Demonstrated ability to effectively explain technical issues to non-technical audiences</li><li>
Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require</li><li>
Mentor and support level 1 and level 2 technical support specialists</li><li>
Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings</li></ul>
What You&rsquo;ll Bring:<ul><li>
Typically requires a minimum of 5 years of related experience with a Bachelor&rsquo;s degree; or equivalent work experience.</li><li>
Proficient in the use of Microsoft Office Suite</li><li>
Desire to assist with and improve trouble-shooting documentation</li><li>
Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)</li><li>
Proficiency using developer tools, Postman and writing SQL queries is required</li><li>
Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers</li><li>
Superb problem-solving skills working on mission critical Software as a Service</li><li>
Excellent verbal and written communication and presentation skills</li><li>
Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)</li><li>
Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment</li><li>
Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus</li><li>
Empathy in your approach to work, and passion for delivering excellent customer experiences</li><li>
Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers</li><li>
Must be able to work independently while being a proactive team member</li><li>
Experience partnering across global teams and/or working in a distributed remote environment is a plus</li></ul>
Core Competencies:<ul><li>
Knowledge &amp; Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional.</li><li>
Complexity &amp; Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.</li><li>
Collaboration &amp; Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.</li></ul>
Working Conditions &amp; Environment<ul><li>
Fully remote role within the United States</li><li>
Travel once a year for company offsite</li><li>
Operates in a fast-paced, growth-oriented, PE-backed SaaS environment</li><li>
Ability to manage multiple cases and shifting priorities</li><li>
Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment</li></ul>
DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Benefits &amp; Perks:
Remote work environment with a flexible work schedule to encourage work-life balance
Annual company offsite
Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
 Medical, dental, and vision insurance for you and your family, plus a company funded FSA &amp; HSA (dependent on which medical plan you choose)
401(k) company match
One-time workspace reimbursement to help you optimize your remote workspace
DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Compensation Range: $53,496.75 - $89,777.00</div>

Technical Support Specilaist L2

OnRamp

<div><h1 class="jobSectionHeader">About OnRamp</h1>
OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we&rsquo;re redefining how companies bring new customers online.
OnRamp is expanding, recently opening an office just steps from South Station in Boston. As part of this expansion, we're looking for a Customer Support Specialist who wants to help build the future model of support. In this role, you will bring creative approaches to our customers and internal processes across Customer Success. Be a product expert, bring an AI first approach, expand the knowledge base, help our customers and our team take customer onboarding to the next level!
As a Customer Support Specialist, you will be responsible for working directly with OnRamp customers. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, OnRamp. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes.
In this fast growing environment, career paths for successful Customer Support Specialists could include Senior Support Specialist, Customer Success Manager (CSM), Business Development Manager (BDR) or Sales Engineer (SE). Do you learn applications in depth and help others? This is a role that will allow you to show your expertise and grow with the company.
In this role, you will:<ul><li>
Communicate with customers via phone and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries</li><li>
Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible</li><li>
Identify and diagnose software issues to fix and improve the product experience for our customers</li><li>
Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry</li><li>
Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through expanded use of our software</li><li>
Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall OnRamp experience in mind</li><li>
Collaborate within OnRamp (with teams such as Customer Success and Product) to retain and grow customers on our platform</li><li>
Be a thoughtful engine to improve our product by surfacing trends and ideas to the Product Management team</li><li>
Create and maintain help documents</li><li>
Manage internal processes and systems used to organize and deliver the post sales experience</li><li>
Be a role model and a trusted advisor by showcasing OnRamp values and a customer centric approach in every customer interaction</li></ul>
We are looking for people who:<ul><li>
Are fluent in English</li><li>
AI first approach, self-motivated, always curious, consistently eager to learn, with a growth mindset</li><li>
Are performance oriented and demonstrate a strong customer first mentality by consistently providing customers high quality service</li><li>
A curiosity for technical deep-diving and troubleshooting. We don&rsquo;t always have the answers right away, so you need to enjoy discovering them!</li><li>
Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer</li><li>
Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role</li><li>
Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support</li><li>
Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts</li><li>
Embody our customer first values and add to our company culture</li><li>
Comfortable with working across phone, email and zoom</li><li>
Comfortable with a hybrid work arrangement of 3 days in the office and up to 2 days remote. Occasional onsite, company meetings and events will require in person attendance for a particular or particular set of days</li><li>
Pylon, Pylon AI Bot, Fathom, Salesforce and HubSpot knowledge and willingness to learn more are a plus</li></ul>
Due to the high volume of applications, we request a short video (under 3 mins) submission from candidates for this position. This is an opportunity for the individual to illustrate their communications skills and their motivation towards the role.<h1 class="jobSectionHeader">
Why OnRamp</h1><ul><li>
Work directly with enterprise and mid-market clients, including Fortune 15 companies</li><li>
Join a high-growth SaaS company that just raised its $15M Series A led by top investors</li><li>
Be part of a collaborative, ownership-driven culture</li><li>
Highly competitive cash compensation, equity, and benefits</li><li>
Boston-based, 3+ days a week in-office</li></ul>
OnRamp is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. OnRamp considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. OnRamp is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please don&rsquo;t hesitate to let us know.</div>

Customer Support Specialist

Digital Realty

<div>Position Title:
Product Management &mdash; Portal Support &amp; Training Specialist
Location:
<div>New York, NY | Clifton, NJ | Piscataway, NJ |Boston / Needham, MA | Ashburn, VA | Washington, DC | Miami, FL | Charlotte, NC | Atanlta, GA | open for Remote 
</div>Your role
The Portal Support &amp; Training Specialist is responsible for supporting internal stakeholders and customers using Digital Portals. This includes troubleshooting technical issues, guiding users through portal functionalities, and ensuring a seamless customer experience. The role also develops training materials and delivers training sessions that help stakeholders maximize the value of the portal.
 
You will work closely with cross-functional teams, gather user insights, and help continuously improve the Digital Realty Portal ecosystem. 
What you&rsquo;ll do
<ul><li>Respond to customer and internal team inquiries related to portal functionality.
</li><li>Troubleshoot and resolve portal issues efficiently, escalating when needed.
</li><li>Develop and deliver training programs, including webinars, workshops, and one-on-one training sessions.
</li><li>Create and maintain user documentation, including guides, FAQs, and troubleshooting resources.
</li><li>Engage proactively with stakeholders to gather feedback and identify improvement opportunities.
</li><li>Provide insights and recommendations to the Portal Product Manager based on usage trends and user needs.
</li><li>Collaborate with IT, product development, and customer service teams to ensure cohesive support.
</li><li>Prepare and present reports on support volume, trends, customer satisfaction, and training outcomes.
</li>Support continuous improvement efforts by advocating for customer-centric enhancements. 
<li>
</li></ul>What you&rsquo;ll need
<ul><li>Bachelor&rsquo;s degree in Business or a related field.
</li><li>At least 3 years of experience in customer support or training, ideally in a technical environment.
</li><li>Strong troubleshooting and analytical skills.
</li><li>Excellent communication and presentation abilities.
</li><li>Ability to create clear training and support documentation.
</li><li>Proficiency with customer support software and tools.
</li><li>Strong organizational and time-management skills.
</li><li>Customer-focused mindset with strong attention to detail.
</li><li>Adaptability and comfort working in a fast-paced, global environment.
</li>Willingness to occasionally travel for training sessions and support global time zones as needed. 
<li>
</li></ul>A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL&reg;, the company&rsquo;s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx&reg;) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. 
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you&rsquo;ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you&rsquo;ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We&rsquo;ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us. 
Health and Safety
Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress. 
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee&rsquo;s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.
Compensation range: $110,000 &ndash; $130,000 annually.
 
This compensation range represents the Company&rsquo;s good faith belief as to what it will pay as a base salary/hourly rate for this position at the time of this posting.
Benefits: For this role, Benefits include medical, dental, vision, life and AD&amp;D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.</div>

Product Manager

Velonex Technologies

Do you like fast-paced, ever-changing challenges, a diverse technical environment and want to provide the highest-level service to each of our clients? Want to work for a company awarded the &quot;MSP-501 Award from Channel Futures&quot;? Then you may be one of us. We want you to come and join our team!If you are a skilled Service Desk/Field Technician, we have a spot for you. You would be responsible for providing technical assistance for our many clients; support related to computer systems, hardware, or software &ndash; but it&rsquo;s all about the people you would be helping. If providing the white glove quality service with excellent customer service while also gaining knowledge of all things IT related is something you thrive on, this is the role for you. You&rsquo;ll respond to support queries, run diagnostic programs, isolate problems, and determine and implement solutions. Candidates must currently reside within 30 mins of Boston, MA. This position will work from home and must be able to go on-site to support the clients in the Greater Boston Metro area at least 3-5 times a week. Must have your own vehicle (not public transportation). Travel mileage is reimbursed.Summary of duties and responsibilities (not comprehensive of all tasks):1. End User support onsite2. Manage client's IT infrastructure including VMware infrastructure, Switches, Storage devices, Routers, Firewalls, Servers, Workstations, and mobile devices3. Able to create procedures, documentation, and reports4. Function as first level support5. Willing to work after hours when needed6. Candidate should have experience in IT support, must be able to work well under pressure, independently, and have excellent verbal and written communication skills.What you need to succeed (minimum qualifications):&middot; Experience with Microsoft 365, Microsoft desktop and server systems, MS Exchange, Active Directory, IIS, and Terminal servers.&middot; Networking - TCP/IP, DNS, DHCP, Routing, VLAN, IPSEC and SSL VPN, Firewalls and Wireless networks.&middot; Knowledge of Storage arrays, backup and replication solutions, monitoring systems.&middot; Experience in troubleshooting technical issues.What will give you a competitive edge (preferred qualifications):&middot; Certifications or experience with products from VMware, FortiGate, Microsoft, and Cisco.&middot; Experience with TrendMicro, Dell Server, and storage, Symantec backup exec and enterprise vault, Veeam, CrashPlan, Google Apps, and Apple products.&middot; Knowledge working for an MSP with remote monitoring and management tools.&middot; Experience in the design and implementation of IT solutions to fit client needs.&middot; Familiar with setting up VMware Virtual infrastructure. Hyper-V advantage.&middot; Familiar with MAC troubleshooting and deployments.Physical Requirements for you to be able to do the work:&middot; Stand/sit/walk for extended periods of time.&middot; Ability to lift/push/pull 40 lbs.If you want to work for a company that offers great benefits, good work/life balance and many opportunities to develop and grow Velonex is a good company to join. Velonex Technologies fosters an environment that is both challenging and rewarding &ndash; fast-paced fun environment with a talented team of smart people who care. Velonex strives to create an atmosphere of teamwork that allows for personal growth and development with a history of great retention and advancement opportunities. We deliver technical excellence manifested in the high quality, reliability, and manageability of client networks.*EEO Statement*Velonex Technologies is an equal opportunity employer. Our Core Values are who we are and in everything we do:&middot; We serve others&middot; We are committed to continuous improvement&middot; We are learners &amp; sharers of knowledge&middot; We strive for excellence&middot; We do everything with honesty and integrityJob Type: Full-timePay: $28.00 - $33.00 per hourBenefits:<ul><li>401(k) matching</li><li>Health insurance</li><li>Paid time off</li></ul>Application Question(s):<ul><li>Do you live within 30 mins of the Boston area?</li><li>Do you have your own vehicle to visit clients on-site?</li><li>Are you ok with traveling to on-site clients within the Boston Metro area?</li></ul>Experience:<ul><li>Help desk: 2 years (Required)</li><li>Windows: 2 years (Required)</li></ul>Work Location: On the road

Service Desk/Field Technician

Catapult Sports

<div>PRODUCT SUPPORT TECHNICIAN
<h2 class="jobSectionHeader">
WE EXIST TO IMPROVE THE PERFORMANCE OF ATHLETES AND TEAMS</h2>

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We've been at the forefront of sports technology and science since 2006 - we don't just work in the sporting industry, we are actively changing its future. Our solutions are designed to help athletes and coaches &quot;play smart&quot; in a world where 1% can literally mean the difference between winning and losing.

We work with over 5,000 teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimise athletes' health, game-day readiness, and performance, as well as in-game tactics. Our solutions include wearable technology, video analytics, and athlete monitoring solutions, and we are passionate about helping sports organizations at all levels to better scout, recruit, teach, and win.

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT

We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company. You will be the customer's first point of contact to resolve product issues for customers all around the globe.

We believe that our customers deserve the best platform and we pride ourselves in the service we deliver. We are on a mission to maximise and enhance their performance through delivering a high quality customer experience. Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment.

WHAT YOU'LL DO
<ul>
<li>Provide technical support assistance to clients through phone, email or live chat conversation.</li>
<li>Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.</li>
<li>Deliver remote on-boarding to new users as required</li>
<li>Retain ownership of problems through to resolution to ensure a high level of user satisfaction.</li>
<li>Knowing when to escalate problems to the Senior Product Support Technicians</li>
<li>Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.</li>
<li>Create support content for the online help center, as required</li>
<li>Help validate new software features, including getting hands-on with the technology out in the field.</li>
<li>Help validate and update support processes.</li>
<li>Work collaboratively with other members of the global support team and engineering department , including testing, staging &amp; servicing of devices when required.</li>
<li>Attend onsite client visits and special events as and when required.</li>
<li>Work on-call over weekends as required by team schedule</li>
</ul>
WHAT YOU'LL NEED
<ul>
<li>1-2 years of technical support experience required. Willing to go above and beyond for the customer</li>
<li>Associate degree in Computer Science, IT, sports science or equivalent experience in a related field</li>
<li>Prior troubleshooting experience with PC based systems</li>
<li>Experience with support ticketing platforms; Salesforce and Zendesk preferred</li>
<li>Experience working with hardware and/or wearable technology preferred</li>
<li>Experience with Catapult Openfield platform preferred.</li>
<li>Ability to work extended hours and on weekends</li>
<li>Ability to thrive in a dynamic work environment and see tasks through to completion</li>
<li>Great understanding of a range of sports. Including the challenges that athletes and coaches face.</li>
</ul>
WHY CATAPULT?
<ul>
<li>We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.</li>
<li>We encourage our people to have constructive, open and honest communication in order to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.</li>
<li>Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability</li>
<li>We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better. There is unlimited opportunity to grow, do more, and do better.</li>
</ul>
<div>Compensation &amp; Benefits

Whether you're interested in sports or not, you'll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes, but don't meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.

The target Total Compensation range for this position is $37,970-$75,490 per year per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures).Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills. In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.</div> 
<div></div>
<div>All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.</div></div>

Product Support Technician- Performance and Health

Fidelity TalentSource

<div>Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for an Investment Support Analyst to work in Fidelity&rsquo;s Enterprise Infrastructure Group in Boston, MA.
<h3 class="jobSectionHeader">The Role</h3>
The Investment Support Analyst will provide dedicated technology, productivity and collaboration support services to Fidelity&rsquo;s Investment Management and trading professionals. The Senior Support Technician must be customer obsessed, adaptive to change and thrive in a rapidly evolving Agile organization. The role will provide efficiency, innovation and preventative technology support and services for Fidelity&rsquo;s associate IT computing product offerings. 
If you have the experience and expertise with a passion for End User Computing, a career in High Touch Services at Fidelity may be right for you!
<h3 class="jobSectionHeader">The Expertise You Have</h3>
<ul><li>2+ years working in an enterprise environment, troubleshooting Windows 10, MacOS and iOS, virtual and cloud solutions
</li><li>Strong customer service, oral and written communication skills
</li><li>Experience working in an enterprise AD environment
</li><li>Experience installing software, security patches, SW updates on desktops, virtual devices, laptops, etc.
</li><li>Experience supporting a Citrix environment preferred
</li><li>Experience supporting multi-media and video conferencing hardware and software
</li><li>Strong working knowledge of Office 365 and Office for Mac
</li><li>Ability to work easily as a member of a team or independently; prioritize workflow based on urgency and customer requirements
</li><li>Ability to be able to work comfortably with members of the firm of all skill and seniority levels
</li><li>Associates degree in Computer Science, Information Technology or equivalent work experience preferred
</li><li>Microsoft Window10 certification, Apple certification preferred
</li></ul><h3 class="jobSectionHeader">The Skills You Bring</h3>
<ul><li>Proficiency installing, troubleshooting and supporting laptops, MacBook&rsquo;s, PCs, virtual machines, iPads and business critical applications via 1:1 desk side visits, phone, chat and remote.
</li><li>Proficiency supporting Windows 10, MacOS, Office365 and productivity tools
</li><li>Experience supporting investment applications such as Bloomberg, Factset, Morningstar, Etc&hellip;
</li><li>Proficiency providing in person multi-site video conferencing meeting support.
</li><li>Experience supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and video conferencing technologies
</li><li>Expert level customer services skills, communication written and verbal
</li><li>Experience supporting mobile devices utilizing iOS and Android operating systems.
</li><li>Experience working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition. Ability to take a broad perspective to problems to identify and detail new, less obvious solutions.
</li><li>Mobile Platforms : Intune, Symantec VIP
</li></ul>The hourly pay rate range for this position is $25.00-$30.00 per hour. 
Placement in the range will vary based on job responsibilities and scope, geographic location, candidate&rsquo;s relevant experience, and other factors.
<h3 class="jobSectionHeader">Dynamic Working</h3>
Fidelity&rsquo;s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.</div>

Investment Support Analyst

Pearson

<div>
 
 Specialist, Content Producer (Multimedia)
 
 
 
 
 Location: Flexible/Remote
 
 
 
 
 Job Type: Full‑time
 
 
 
 
 At Pearson, we&rsquo;re committed to helping learners make progress in their lives through education. We&rsquo;re looking for a Multimedia Content Producer who is passionate about shaping high‑quality digital learning experiences and excited to contribute to products used by learners around the world.
 
 
 
 
 In this role, you will oversee the end‑to‑end production and delivery of multimedia course content&mdash;from video to SCORM packages to assessments&mdash;ensuring everything we publish is accessible, technically sound, and aligned with Pearson&rsquo;s quality standards. You&rsquo;ll collaborate closely with editors, authors, production leads, vendors, and platform teams to build reliable, scalable learning assets that support millions of learners.
 
 
 
 
 What You&rsquo;ll Do
 
 
 
 
 Multimedia Production (25%)
 
 
 
 <ul>
 <li>
 Manage and refine workflows to prepare content for multi‑platform delivery.
 </li>
 <li>
 Build scripts and solutions that automate repetitive production tasks.
 </li>
 <li>
 Review and troubleshoot vendor‑produced video, audio, and narrative courseware.
 
 
 </li>
 </ul>
 
 Course Packaging (25%)
 
 
 
 <ul>
 <li>
 Build, validate, and deliver SCORM packages for large‑scale video course collections.
 </li>
 <li>
 Test and troubleshoot SCORM packages in LMS environments.
 </li>
 <li>
 Maintain versioning, re‑zip workflows, and ensure compliance with client and platform requirements.
 </li>
 <li>
 Partner with engineering teams on ingestion pipelines, AWS/S3 permissions, and technical delivery needs .
 
 
 </li>
 </ul>
 
 Platform Builds (20%)
 
 
 
 <ul>
 <li>
 Create and maintain course shells, skills, tasks, transcripts, quizzes, and media units in Pearson production systems (e.g., PSS, Skilling Suite).
 </li>
 <li>
 Integrate video, assessments, and metadata into new or migrated course structures.
 </li>
 <li>
 Collaborate with editors and producers to maintain consistent structure and naming conventions.
 
 
 </li>
 </ul>
 
 Quizzing, Assessments &amp; Workflow Automation (15%)
 
 
 
 <ul>
 <li>
 Generate, integrate, and QA quizzes for large video collections, including bulk workflows (PAICE).
 </li>
 <li>
 Convert VTT/MOV transcripts into unified transcript sets for assessment creation.
 </li>
 <li>
 Work with SMEs and editors to ensure high‑quality questions aligned to learning objectives.
 
 
 </li>
 </ul>
 
 Systems &amp; Technical Operations (15%)
 
 
 
 <ul>
 <li>
 Serve as a technical advisor on compression tools, ingestion processes, metadata workflows, and vendor onboarding.
 </li>
 <li>
 Troubleshoot access, authentication, and system issues affecting production teams.
 </li>
 <li>
 Maintain organized archives, metadata consistency, and version control across assets.
 
 
 </li>
 </ul>
 
 What You Bring
 
 
 
 <ul>
 <li>
 Experience with multimedia/video production, including FFmpeg, Adobe Media Encoder, H.264/H.265, audio optimization, and multi‑format encoding.
 </li>
 <li>
 Strong knowledge of LMS courseware development and SCORM packaging.
 </li>
 <li>
 Experience with AWS/S3 file management, permissions, and large‑scale transfers.
 </li>
 <li>
 Familiarity with transcript and captioning tools (VTT, MOV workflows) and automated stitching processes.
 </li>
 <li>
 Working knowledge of scripting or automation tools (Python, AppleScript, etc.).
 </li>
 <li>
 Strong communication skills and the ability to collaborate with editors, authors, technical teams, and vendors.
 </li>
 <li>
 Ability to diagnose and resolve complex technical issues across multimedia and LMS ecosystems.
 
 
 </li>
 </ul>
 
 Your Rewards &amp; Benefits
 
 
 
 Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:
 
 
 The minimum full-time salary range is between $80,000 - $100,000.
 
 
 This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
 
 
 
 
 Applications will be accepted through March 6, 2026. This window may be extended depending on business needs.
 
 
 
 
 
 Who We Are
 
 
 
 At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
 
 
 Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
 
 
 If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
 
 
 
 Job:
 
 Content Creation
 
 
 
 Job Family:
 
 LEARNING
 
 &amp;
 
 CONTENT_DEVELOPMENT
 
 
 
 Organization:
 
 Enterprise Learning &amp; Skills
 
 
 
 Schedule:
 
 FULL_TIME
 
 
 
 Workplace Type
 
 
 
 
 Req ID:
 
 22556
 
 
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Specialist, Media Content Producer

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