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Technical Support Specialist

2 months ago

Bloomington, Illinois, United States Pansophic Learning Full time
Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team at Pansophic Learning. As a Technical Support Engineer, you will play a critical role in providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Technical Support: Provide remote guidance and expertise to resolve technical problems, act as second-tier end-user contact and resolution, and resolve customer-reported issues using Pansophic-provided access, tools, and technology.
  • Documentation and Ticket Management: Accurately document user information, triage steps, and resolutions or escalation notes, and manage personal ticket queues to ensure compliance with policies, procedures, and SLA requirements.
  • Knowledge Base and Collaboration: Follow knowledge base articles as a standard for resolving end-user reported issues, work to identify missing or erroneous documentation for processes or knowledge, and collaborate with internal and external teams to ensure solutions provided are accurate.
  • Customer Service and Communication: Provide escalations as necessary, assist customers with account setup and application installations, and ensure concise and clear written and verbal communication.
Requirements
  • Technical Expertise: Strong knowledge of service desk operations, standard processes, and technologies, experience with Microsoft Active Directory or Google Workspace basic administration, and in-depth knowledge of Windows Desktop OS and Chrome OS.
  • Soft Skills: Ability to multitask on several initiatives simultaneously, ensure concise and clear written and verbal communication, and adhere to established standards.
  • Education and Experience: Bachelor's degree or equivalent experience, and experience in customer-facing roles.
Benefits
  • Life Benefits: Paid time off, retirement contributions, optional basic life and AD&D insurance, and voluntary life insurance (employee, spouse, child).
  • Health Benefits: Medical, dental, and vision insurance, employee assistance program, voluntary short-term disability insurance, and voluntary long-term disability insurance.
  • Career Benefits: Career advancement opportunities throughout Pansophic Learning and our strong network of 4,000+ instructors and education professionals.

Pansophic Learning is an equal employment opportunity employer and welcomes applications from diverse candidates.