Technical Support Specialist

3 weeks ago


Concord, Massachusetts, United States Cambium Learning Group Full time

We are seeking a highly skilled Technical Support Specialist to join our team at Cambium Learning Group. As a key member of our Customer Success Team, you will be responsible for providing exceptional technical support to our customers via various channels.

Key Responsibilities:

  • Provide technical support to customers via phone, chat, email, and other channels
  • Educate teachers and administrators on how to use Lexia Learning products
  • Create and update cases with customer inquiries via Salesforce
  • Troubleshoot application and access issues for customers as needed
  • Explain reports and usage within Lexia Learning programs to customers
  • Report defects and feature requests to the development team

Responsibilities as part of the Customer Success Team:

  • Be an expert on all Lexia products, and the latest hardware, software, and networking technologies
  • Continually improve technical knowledge and service skills
  • Continually improve company knowledge of products and services
  • Work closely with internal teams to ensure a great customer experience, including tracking and reporting on technical issues for customers
  • Have a direct impact in making our customers successful through increasing their product understanding

Requirements:

  • 2+ years of experience in customer service or technical support
  • Demonstrated phone and email skills successfully supporting customers, particularly with technical questions. Chat experience is a plus
  • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop, and desktops
  • Comfortable in a fast-paced and changing environment
  • Ability to quickly learn new features and particulars of software applications
  • Excellent communication skills (written and verbal)
  • Demonstrated ability to work collaboratively
  • Ability to work with customers at all levels of technical expertise and provide support accordingly
  • Must be self-directed and proactive
  • Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred
  • Ability to speak Spanish a plus

We are an Equal Opportunity Employer and are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.



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