Technical Support Specialist, UMKC Innovation Center

UMKC's Innovation Center, US SourceLink

The key responsibility of this position is to serve as the primary owner of customer support, documentation, and quality assurance processes. The successful candidate will be detail-oriented, technically curious, and skilled at translating complex platform behavior into clear guidance for customers and internal teams.

Responsibilities include but are not limited to the following:

Support Ownership

• 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.

Documentation

• 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.

Quality Assurance and Release Readiness

• 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.

Feature Request Intake

• 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.

Customer Enablement

• 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.

Location: This position is fully in-person in Kansas City, MO.

A Bachelor's degree or an equivalent combination of education and experience and 3 years of experience from which comparable knowledge and skills can be acquired is necessary

The successful candidate will be a skilled communicator and problem-solver with a technical background and a service-oriented mindset.

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).

The anticipated hiring range for this position has been established as $65,000 - $72,000 annually.
Salary is determined by a variety of factors, including but not limited to, the individual's particular combination of education, skills, and experience, as well as organizational requirements.
Your total compensation goes beyond the number on your paycheck. The University of Missouri provides generous leave, health plans, and retirement contributions that add to your bottom line.

Grade: 10
University Title: Senior Program/Project Support Coordinator
To review the University of Missouri's Staff Compensation Structure you can view the Job Code detail page. Internal applicants can determine their university title by accessing the Talent Profile tile in myHR.

Application materials must include an updated resume or CV, and a cover letter.

For best consideration, submit all application materials by Friday, 2/13/2026. Applications will continue to be accepted and reviewed until filled.

Housed in the University of Missouri-Kansas City, the UMKC Innovation Center works across the university and the community to connect, support, sustain and empower entrepreneurial efforts within our region and across the country. Services are provided across the center's four pillars:

• Entrepreneurial Education, which, through programs like the Missouri Small Business Development Center, Missouri APEX Accelerators and ScaleUP! serves aspiring and established entrepreneurs from inception through maturity by delivering high-impact training programs, business development technical assistance and coaching.
• Regional Ecosystem Development, which, through KCSourceLink and MOSourceLink, connects entrepreneurs to the right resources and develops stronger resources for entrepreneurship.
• Technology Venture Studio, which, through programs like Digital Sandbox KC, Whiteboard2Boardroom and KCInvestED, builds the tech community and nurtures, supports, grows and provides project funding for our region's founders and their early-stage innovations. TVS also nurtures the growing infrastructure for UMKC technology commercialization.
• SourceLink, which provides consulting and tools to help cities, states and regions nationwide build better-connected and more cohesive infrastructures to spark, support and sustain entrepreneurship.

The SourceLink program helps communities build stronger entrepreneurial ecosystems through a suite of software products, including a CRM, customizable ecosystem websites, and The Resource Navigator tool, as well as consulting services. We are a small, collaborative team.

As the platform has grown in complexity, so has the need for dedicated support. This role exists to own the support function, improve documentation and self-service resources, and ensure customers receive consistent, high-quality assistance. The Technical Support Specialist will work closely with the development team to maintain release quality, surface product feedback, and reduce the support burden on leadership and development staff.

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/totalrewards/benefits.

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please call the Office of Equity & Title IX at 816-235-6910.