Tech Support Specialist

Technical Support and Customer Care Specialist to provides front line customer assistance with technical problems, accessibility, functionality, replacement parts, and our emerging digital curriculum platform. This role also works with guidance from our Implementation Team on software installation, maintenance, repairs of computer hardware and software within the CLS environments.

Requirements

Duties And Responsibilities 

• Provide technical assistance for customers in a timely and efficient manner, via phone, email, or video conferencing tools 
• Use Salesforce customer relationship management tool to keep track of all customer inquiries, including how and when the issue was resolved and other useful information 
• Identify customer needs and help customers troubleshoot technical challenges or use specific features on our digital curriculum platform or provisioned software 
• Analyze and report product malfunctions to the Product team and provide replacements to customers and/or options for resolution 
• Maintain basic knowledge of all CLS products and featured software 
• Provide support for CLS Trainers onsite and review Training Debriefs for improvements to technology products, software, and educational tools 
• Develop and maintain technical and troubleshooting documentation for internal and customer use 
• Keep in touch with customers to ensure their needs have been met 

Education and Experience Needed 

• High school diploma with some college experience, Associates in Information Technology or relevant diploma preferred 
• Experience as a Customer Support Specialist or similar CS role 
• Knowledge of Microsoft Windows and Active Directory 
• Basic network troubleshooting (VLAN, DHCP, Domain, mapping drives etc.) 
• Windows and Mac OS troubleshooting (reimaging with Ghost and Clonezilla, analyzing event viewer etc.) 
• Familiarity with the educational technology industry is a plus 
• A desire to troubleshoot issues efficiently and effectively in a timely manner 
• Excellent written and verbal communication 

• Ability to move quickly from one task to another 
• Enjoy working and making decisions independently 
• High stress tolerance in a face paced work environment essential 

Support Competencies 

• Effective communication 
• Patient 
• Multitasking 
• Effective time management 
• Independent problem solving
• Growth mindset

Benefits

• Strong connection to the purpose of your work, knowing you’re helping teachers and students grow
• Working with delightful people at a flourishing company
• Full benefits package, including paid parental leave
• Company pays 3% of salary into 401k (regardless of employee contribution amount)
• Competitive salary ($20-$24 an hour pay range for position: )