Sr Technical Support Representative

Remote, Remote
Full Time
Customer Service
Posted on: November 03, 2022

Job Responsibilities:

  • Provides exemplary customer support to internal and external customers via phone, chat, email, video conferencing, and other channels
  • Provides technical support including product support, networking, hardware/software, and other technical trouble-shooting
  • Manages case escalations and disseminates technical information in a clear and understandable manner based on the technical aptitude of the customer
  • Manages multiple escalations to assure all steps to reproduce, screen recordings and screenshots and capturing issues
  • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
  • Works with leadership and development team to understand technical requirements and issues
  • Thinks strategically about customer needs and advocates on the behalf of customers to fix defects, new feature requests, improvements for the user experience, etc.
  • Expert on all Lexia products, and latest hardware, software, and networking technologies
  • Continually improves technical knowledge and service skills
  • Continually improves company knowledge of products and services
  • Has direct impact in making our customers successful through increasing their product understanding

Job Requirements:

  • Minimum 3+ years experience in technical customer support
  • Demonstrated phone, email and chat skills successfully supporting customers, particularly with technical questions.
  • 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 pro-active, but also process oriented
  • Familiarity with case tracking and customer relationship management software (preferably Salesforce)
  • Education or EdTech experience preferred
  • Ability to speak Spanish a plus

To learn more about our organization and the exciting work we do, visit

https://www.lexialearning.com/

An Equal Opportunity Employer

We 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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