Overnight Software Support Specialist

2 months ago

Iowa City, United States Leepfrog Technologies Full time
Description

Position Title: Software Support Specialist (Overnight)

Location: Iowa City, IA (On-Site Required)

Reports to: Software Support Supervisor

Status: Full-Time, Non-Exempt, Hourly

Shift: Overnight, Times to Be Determined

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation's most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Overnight Support Specialist is primarily responsible for maintaining a channel of communication by addressing requests submitted by CourseLeaf clients. This position is designed to support our international clients and requires work to take place during nights and/or weekends. The Overnight Support Specialist will efficiently manage client communication, assign and follow through with client requests and efficiently troubleshoot software and hardware issues.

What You'll Do

  • Maintain outstanding customer service by identifying, troubleshooting, and prioritizing issues to determine next steps and if client requests should be queued or immediately addressed/escalated.
  • Identify and correct rudimentary configuration problems and development issues resulting from a quickly evolving standard. This includes easily identifiable software issues and code irregularities.
  • Answer phone calls, collect and interpret requests into individual Support tasks through our internal ticketing system; creating and updating tasks.
  • Respond (alongside the Support Team) to CourseLeaf Support email inquiries in a timely, organized and informed fashion.
  • Support the rolling-out of new catalog editions for existing clients, and publish updates as requested. This includes generating PDFs of client catalogs.
  • Provide after-hours assistance with system and network administration duties, including but not limited to: resetting equipment, basic hardware configuration, troubleshooting and resolving problems, and reporting on system status.
Requirements

Experiences You Should Have
  • Some college coursework preferred or two years related experience or equivalent combination of education and experience.
  • Customer support experience strongly preferred.
  • A high level of Internet literacy required as well as experience with web systems, tools and applications.
  • Although not required, light JavaScript/HTML/SQL/CSS knowledge, is a plus.
Skills You Should Have
  • Excellent oral and written communication: clear, concise and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy.
  • Strong client orientation: ability to understand client requests and translate them into configuration and customization options/plans.
  • Planning: an ability to think ahead, prioritize, and plan. Take initiative.
  • Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations.
  • Teamwork: a demonstrated ability to work with a team and maintain internal communication.
  • Accountability: must be able to operate independently on a third shift.
  • Time Management: the ability to organize and manage multiple priorities.

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