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.

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. 

• 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. 

Required Qualifications:

• Bachelor’s Degree 

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

• 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. 

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

Preferred Qualifications:  

• Accounting/Audit Knowledge 

• 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. 

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.