Technical Support Specialist
3 weeks ago
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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