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Software Support Specialist
2 months ago
Leepfrog Technologies, Inc. is seeking a highly organized and customer-focused Software Support Specialist to join our Support Organization. As a key member of our team, you will work closely with college and university staff from across the globe to ensure our CourseLeaf software delivers exceptional experiences to higher education faculty and students.
Key Responsibilities:- Develop in-depth knowledge of Leepfrog software and its configuration, customization, and implementation to meet client requirements.
- Provide exceptional customer service and expert technical support of the CourseLeaf suite of products.
- Triage, interpret, and prioritize client requests into individual Support tasks using internal ticketing and task management systems.
- Troubleshoot and resolve customer technical issues within CourseLeaf software, escalating internally as necessary.
- Support current product advances as well as the roll out of new products for our customers.
- Organized with the ability to meet internal and external deadlines, prioritizing requests to meet customer expectations.
- Driven by customer success, understanding client requests and translating them into options, developing plans, and delivering outcomes.
- Skilled at oral and written communication, delivering clear, concise, and timely communication across a wide range of internal and external audiences.
- Tech savvy with knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues.
- A problem solver able to analyze situations and react appropriately, improving problem resolution and ticket routing.
- A team player working as a team both within Support as well as with other internal departments.
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, and student course search requirements.
