Service Specialist

PNC

. Handle customer technical support cases by phone and email .

Posted 10/5/2026full-timeAuburn • United StatesJunior💰 $52,500 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

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

Highest-signal resume keywords

Jira Service DeskDevice TroubleshootingTechnical DocumentationCustomer SupportLog Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical KnowledgeTroubleshootingIntegration SupportLog AnalysisTicket CreationProcess ManagementProblem ManagementRoot-Cause AnalysisTrend AnalysisAudit Participation

Soft Skills

Strong Communication SkillsOrganizational SkillsTime ManagementProblem-SolvingDelegation Skills

Industry Keywords

Customer-Focused PositionTechnical SupportMerchant TrainingService ManagementProcess Changes

About the role

Key responsibilities & impact

Handle customer technical support cases by 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 tickets for potential bug fixes and feature requests
Perform simple log analysis
Handle transaction inquiries and basic customer reports
Act as subject matter expert and 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 a monthly rotation of after-hours weekday and weekend on-call support
Provide technical support and coordination for Services management for specific clients or client groups
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 is 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
Comparable combination of education, job-specific certification(s), and experience, including military service, may be considered in lieu of a degree
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 support-process management
Simple log analysis
Transaction inquiries and basic customer reports
Technical documentation contribution
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
Must be able to work from a quiet, secure, and confidential home-based workspace if approved for remote work
No employment visa sponsorship or STEM OPT participation

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
Wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year
15 to 25 vacation days each year, depending on career level
Remote work eligibility in select geographic locations, subject to approval
Potential incentive compensation based on company, business, and/or individual performance