CE Technical Support Specialist

4 months ago

Andover, United States Houghton Mifflin Harcourt Full time

**CE Technical Support Specialist**

**Location:** ORLANDO, FL, US, 32819 **Job Requisition ID:** 16895

**Additional Locations:**

Technical Support Specialist is the entry-level technical position in the HMH Technical Support Organization. This individual has some industry experience, independently resolves technical problems but may require guidance and direction from other experienced support personnel and/or Managers.

Primary Accountabilities

* Ensure that customers receive professional and helpful responses to their support requests.

* Continually participate in building the capability and capacity of HMH Technical Support.

* Acquires and maintains knowledge of relevant product offerings, current support policies and procedures, and methods of support delivery, in order to provide technically accurate solutions

* Responds to inquiries from corporate customers, resellers, partners, consultants, development and/or maintenance teams via telephone and electronic services.

* Ensure that all communications will be handled promptly, professionally and courteously

* Gathers and records detailed information from customers to assist in problem identification and resolution.

* Escalates complex customer issues to Tier 3 for timely resolution.

Education /Related Experience

* Associates degree, applicable certification or equivalent experience required

* Prior experience working in a customer service environment; technical support experience preferred

* Experience troubleshooting software, hardware, and networking problems preferred

Skills & Competencies

* Able to interact effectively and confidently at all levels with strong customer communications skills, written, oral and face-to-face

* Keen to learn and keep pace with the latest technologies.

* Previous experience/knowledge of HMH products is highly desirable.

* Capable of working with multiple operating systems on multiple hardware platforms

* Familiarity with Networking environments

* Certifications that sufficiently demonstrates ability to analyze, meet deadlines and problem solve in a product support environment

* Database knowledge & Email system knowledge

Knowledge Attributes Desired:

* Basic Windows OS (XP and newer)

* Basic Mac OSX (10 and newer)

* Basic Networking knowledge

* Basic PC/Mac Hardware knowledge

* Basic Mobile Device knowledge

* Basic MS Office (Excel, Word, PowerPoint, Outlook, Visio, etc.)

* Basic knowledge of various browsers (IE, Firefox, Chrome, Safari, etc.)

* Basic Database knowledge

Physical Requirements:

* Might be in a stationary position for a considerable time (sitting and/or standing).

* The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.

* Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

* Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.

* Must be able to work in Orlando office.

Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing peoples lives by fostering passionate, curious learners. As a leading provider of pre-K12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit

**PLEASE NOTE:**

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

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