Product Assistance Representative

2 weeks ago

Concord, Massachusetts, United States Cambium Learning Group Full time
Position Title: Primary Product Support Representative

Overview:
At Cambium Learning Group, we are committed to building a team of dedicated and skilled individuals. We are seeking a passionate and talented individual to join our Customer Support team. If you possess a strong background in customer service and technical support, we encourage you to explore this opportunity.

Position Summary:
The ideal candidate for the Customer Support role will have over two years of experience in a similar capacity. This individual should be adaptable, customer-oriented, and capable of managing multiple responsibilities effectively.

Work Environment:
Remote, within the USA

Key Responsibilities:
  • Deliver technical assistance to clients through various communication channels including phone, chat, and email.
  • Guide educators and administrators in utilizing Lexia Learning products effectively.
  • Document and manage customer inquiries using Salesforce.
  • Diagnose and resolve application and access challenges for clients as necessary.
  • Clarify reports and usage metrics within Lexia Learning programs to clients.
  • Communicate product defects and feature suggestions to the development team.
Team Contributions:
  • Become an expert on all Lexia products, as well as current hardware, software, and networking technologies.
  • Continuously enhance technical knowledge and service capabilities.
  • Improve organizational knowledge of products and services.
  • Collaborate closely with internal teams to ensure an exceptional customer experience, including tracking and reporting technical issues.
  • Play a vital role in fostering customer success by enhancing their understanding of our products.
Qualifications:
  • A minimum of 2 years of experience in customer service or technical support.
  • Proven ability to assist customers effectively via phone and email, with chat experience being an advantage.
  • Experience with Software as a Service, web browsers, networking fundamentals, application support, and hardware device support.
  • Comfortable working in a dynamic and fast-paced environment.
  • Quick learner of new software features and applications.
  • Excellent verbal and written communication skills.
  • Ability to work collaboratively with others.
  • Capable of providing support to customers with varying levels of technical expertise.
  • Self-motivated and proactive in approach.
  • Familiarity with case management and customer relationship management software; experience with Salesforce and Jira is preferred.
  • Proficiency in Spanish is a plus.
Commitment to Diversity:
Cambium Learning Group is an Equal Opportunity Employer. We are dedicated to fostering a culture that values diverse backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

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