This is a Remote Role. Work hours are MST.
We are looking personable, motivated Technical Support Specialist to join the Education team in providing support and assistance to our global customer base of students and educators. In addition, you will help our Level 1 Support agents with the knowledge they need and act as a point-of-contact for other internal team members. In this role, you will help support the transition of our Education offerings from legacy systems to our subscription platform, providing ongoing insights based on customer feedback trends to help improve ASAT and CES scores even as we manage through a disruptive transformation process.
Top 3 skills :
- Salesforce / JIRA experience preferred
- Customer Support/Customer Service experience
- Software installation and configuration troubleshooting
Qualifications:
- BS/BA preferred, but degree is not required with relevant experience
- Experience with Salesforce, JIRA, and strong Excel / spreadsheet skills
- Strong written and verbal communication, technical proficiency, organization, and accountability for follow-through
- Exceptional ability to build trust and communicate with customers in order to fully meet their needs
- 3 to 5+ years of experience in technical support or software application support
- Curiosity: at times, you’ll have to be a bit of a detective as you help solve some of the trickier issues escalated by our Level 1 support agents
- Excellent interpersonal, verbal, and written communication skills and professional etiquette
- Flexible and adapts well to rapid change
Responsibilities:
- Provide exceptional service by connecting, solving, and building relationships with our customers in every interaction
- Think outside the box to effectively solve customer concerns and issues
- Continually learn and improve your knowledge of Education platform to help provide an exceptional support experience
- Provide timely, consistent, and ongoing communication with customers and internal partners regarding their support cases until those cases are resolved
- Work with Engineering and your peers to identify high-priority cases that are impacting our customers
- Support escalations from Level 1 agents and help strengthen team knowledge through coaching and guidance
- Help identify customer feedback trends and recurring issues to improve the support experience during platform transition
Our Fortune Technology client is ranked as one of the best companies to work with in the world. As a global leader in 3D design, engineering, and entertainment software, they foster a progressive culture, creativity, and a flexible work environment using cutting-edge technologies.