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Technical Support Specialist

Cambium Learning Group


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0-2 Years
3 months ago
375 Viewed
81 Applied

Job Description

  • The Technical Support Specialist provides customer technical support and service for all ExploreLearning products to ensure successful implementation and usage
  • As a product expert, the role serves as a primary contact for customer technical issues and works with other ExploreLearning personnel to identify, escalate and resolve issues
Job Responsibilities:
  • Provides effective and accurate technical support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner.
  • Delivers higher-level customer and technical support by resolving issues personally, collaborating with other departments to resolve or escalating issues to appropriate other parties for resolution.
  • Identifies, researches and resolves technical issues.
  • Tracks, documents and reports customer issues and resolution activities.
    Identifies, develops and maintains standard responses for often-encountered technical issues and documentation gaps.
  • Maintains a working knowledge of ExploreLearning products and associated platforms and system requirements.
  • Supports special projects and other duties as assigned by the Customer Service Manager.
Job Requirements:
  • Associate or Bachelor s degree that included technical courses of study preferred
  • Excellent problem-solving, analytical, and technical skills
  • Excellent written, oral communication, and listening skills
  • Solid working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master, and describe new technology
  • Ability to work well within a team and with a variety of others
  • Good organizational and time management skills, with attention to accuracy and detail
  • Ability to make independent decisions and proactively problem-solve
  • Ability to work Flexible Hours as needed - team members may sometimes need to work PST hours
  • Familiar with standard concepts, practices, and procedures within software industry
  • Knowledge of computer networking technologies
  • Knowledge of Salesforce and JIRA or similar program preferred
  • Experience supporting Chromebook, Android preferred

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