University of Missouri-Kansas City · 10 hours ago
Technical Support Specialist, UMKC Innovation Center
Kansas City, MO
Full-time
Onsite
Mid Level
$65K/yr - $72K/yr
3+ years expThe University of Missouri-Kansas City is seeking a Technical Support Specialist for its Innovation Center. The role involves serving as the primary owner of customer support, documentation, and quality assurance processes, while ensuring high-quality assistance and effective communication with customers and the development team.
EducationE-LearningTraining
Responsibilities
Serve as the primary point of contact for customer support requests via email, ticketing system, and occasionally phone
Troubleshoot platform issues across WordPress, CRM functionality, user permissions, reporting, and API integrations
Resolve the majority of support requests directly; escalate to development only when code changes or deeper technical investigation are required
Follow up on open issues to ensure timely resolution and customer satisfaction
Identify patterns in support requests to surface recurring problems or training gaps
Create and maintain internal knowledge base articles covering common issues, troubleshooting steps, and platform workflows
Write and update public-facing help documentation for customers
Keep documentation current as features are released or changed
Identify documentation gaps based on recurring support questions and proactively fill them
Participate in manual QA testing before releases, working alongside the development team
Validate common workflows, edge cases, and regression issues in staging environments
Log defects clearly and communicate findings to development
Confirm that documentation reflects new or changed functionality before release
Log and organize incoming feature requests from customers
Clarify requests by translating customer pain points into clear, actionable descriptions for the development backlog
Identify patterns across requests to help inform product priorities
Help customers understand how existing platform features work
Support customer self-service through documentation, training materials, and clear explanations
Direct requests for custom work or new functionality to appropriate channels
Qualification
Required
Bachelor's degree in a relevant field, or an equivalent combination of education and experience
3+ years of experience in technical support, help desk, or customer success, preferably supporting a SaaS or web-based product
Strong written communication skills with the ability to explain complex concepts clearly to non-technical users
Familiarity with web technologies such as WordPress, CRM systems, user permissions and roles, or API concepts
Detail-oriented with demonstrated ability to follow processes, document decisions, and track issues to resolution
Comfort working directly with a development team: able to reproduce issues, communicate technical context, and read bug reports or logs
Ability to work independently and as part of a small team
High degree of integrity; ability to maintain confidentiality
Preferred
Experience with WordPress administration or troubleshooting
Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Help Scout, or similar)
Exposure to QA processes or software testing
Experience writing or maintaining help documentation or knowledge bases
Background working with government, higher education, economic development, or nonprofit clients
Some scripting or coding familiarity (useful for debugging, not a primary responsibility)
Benefits
Generous leave
Health plans
Retirement contributions
Medical, dental and vision plans
Paid time off
Short- and long-term disability
Paid parental leave
Paid caregiver leave
Educational fee discounts for all four UM System campuses
Company
University of Missouri-Kansas City
UMKC, Kansas City’s only R1 public research university, is part of the University of Missouri System.
1001-5000 employees
H1B Sponsorship
University of Missouri-Kansas City has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (29)
2023 (25)
2022 (23)
2021 (11)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$3.4MKey Investors
"US Department of Commerce, Economic Development Administation"Missouri Department of Economic DevelopmentNational Institute of Standards and Technology
2023-11-09Grant· $2M
2023-04-20Grant· $0.15M
2022-09-20Grant· $0.5M
Leadership Team
Amanda Davis MPA, CFRE
UMKC Foundation President & Chief Advancement Officer
Anna L. Simmons
* Partner, USFirst FLL Robotics at UMKC School of Computing & Engineering
Recent News
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