Technical Product Specialist

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Technical Product Specialist

The Technical Product Specialist provides advanced technical support to end users, helping them understand and resolve issues. Key responsibilities include diagnosing issues, reviewing and categorizing tickets, providing solutions, documenting problems, advising users, monitoring issues to resolution, and collaborating with teams or vendors for unresolved problems.

Essential Duties:

• Provide product support to project teams and stakeholders.
  • Identify and diagnose issues and problems.
  • Review open tickets daily and promptly follow up on tickets.
  • Categorize and record reported queries and provide solutions.
  • Support problem identification and documentation.
  • Promptly address assigned issues as appropriate.
  • Advise users on appropriate courses of action.
  • Monitor issues from start to resolution.
  • Collaborate with appropriate teams or vendors for unresolved problems.
  • Maintain records, inform users about the process, and advise relevant persons of actions taken.
     
• Assist with the development of standards and apply these to track, monitor, report, resolve, or escalate issues.
   
• Contribute to the creation of support documentation and knowledge articles for support teams.
   
• Act as a resource to other team members in the resolution of technical issues.

Education/Certifications:

• Required: Bachelor’s Degree.
• Preferred: Accounting/Audit Knowledge

Technical/Soft Skills:

• Required: Strong communication skills, strong people/interpersonal skills, ability to work within multiple levels of the firm, ability to learn and support new technology and products, ability to deal with a variety of personalities, ability to manage resources through multiple projects simultaneously, ability to work under pressure, and strong facilitation skills.
• Preferred: Product Management, familiarity with Microsoft Tools including Azure Dev Ops (ADO), Digital Audit Management Platforms, ServiceNow application or similar products, experience creating workflow and flowchart documents utilizing Miro or Vizio.

Experience:

• Minimum of five years’ experience acting as a support professional, systems analyst, or business analyst.

Leadership Skills:

• Required: Team collaboration, experience mentoring teams through problem resolution, ability to accept criticism willingly and continuously look for feedback.
• Preferred: Presentation skills.

At RSM, we offer a competitive benefits and compensation package for …