Service Specialist

PNC

. Handle customer technical support cases through phone and email .

Posted 10/6/2026full-timeAuburn • United StatesJunior💰 $52,500 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical knowledge of products and services, with hands-on troubleshooting and integration support capabilities. Proficient in Jira Service Desk ticket management and technical documentation, while effectively communicating complex issues in simple terms.

Highest-signal resume keywords

Jira Service Desk Ticket ManagementHands-On Device TroubleshootingTechnical Documentation SkillsCustomer-Focused Technical SupportProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Knowledge of Products and ServicesSimple Log AnalysisTransaction InquiriesBasic Customer ReportsDevice Integration Support

Soft Skills

Strong Written and Verbal Communication SkillsOrganizational SkillsTime ManagementPrioritization SkillsEffective Judgment and Decision-Making Skills

Industry Keywords

Customer Technical SupportMerchant TrainingProblem Management ProcessesRoot-Cause AnalysisService Management Coordination

About the role

Key responsibilities & impact

Handle customer technical support cases through phone and email
Troubleshoot devices and integrations hands-on
Create Jira Service Desk tickets and work them through closure
Provide remote support for the call center
Collaborate with Senior Technicians to resolve merchant issues
Create Jira tickets for potential bug fixes and feature requests
Perform simple log analysis
Handle transaction inquiries and basic customer reports
Act as SME/point of contact for standard support clients
Provide merchant training on software and hardware functions
Contribute to training documentation and team knowledge growth
Participate in monthly after-hours weekday and weekend on-call rotations
Provide technical support and coordination for Services management for assigned clients
Identify and investigate service-related problems and implement or escalate corrections
Assist in defining and deploying problem-management processes and procedures
Coordinate activities with other service areas and functions
Develop, document, and disseminate process changes and improvements
Participate in problem reviews, root-cause analysis, trend analysis, and audits

Requirements

What you’ll need

Bachelor’s degree in computer science or related technology field preferred but not required
University/college degree with less than 1 year of professional experience and/or successful completion of a formal development program typically required at this level
In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience, including military service, may be considered
1–3 years of relevant experience in a customer-focused position involving technical knowledge of company products and services
Technical knowledge of products and services
Hands-on device troubleshooting and integration support
Jira Service Desk ticket creation and management
Simple log analysis
Transaction inquiries and basic customer reports
Technical documentation skills
Strong written and verbal communication skills
Ability to explain technical issues in simple terms
Strong organizational, time management, prioritization, problem-solving, and delegation skills
Technical acumen
Effective judgment and decision-making skills
Must be able to work emergency after-hours and weekend on-call rotations
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position

Benefits

Comp & perks

Medical/prescription drug coverage with a Health Savings Account feature
Dental and vision options
Employee and spouse/child life insurance
Short- and long-term disability protection
401(k) with PNC match
Pension plan
Stock purchase plan
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
Robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
15 to 25 vacation days each year, depending on career level
Incentive eligibility based upon company, business and/or individual performance
Remote work may be available in select geographic locations, subject to approval
Quiet, secure, and confidential home-based workspace when working remotely