Tech Support - Longmont, United States - SmartLab

SmartLab Longmont, United States

3 weeks ago

Description

The Technical Support and Customer Care Supervisor leads a team responsible for providing front line customer assistance with technical problems, accessibility, functionality, replacement parts, and our emerging digital curriculum platform. This team also works with guidance from our Implementation Team on software installation, maintenance, repairs of computer hardware and software within the CLS environments.

Requirements

Duties And Responsibilities

Lead a small team of Technical Support Specialists to provide outstanding customer support to our SmartLab Customers
Coach and support team members to continue improve and grow professionally and as team
Develop and maintain technical and troubleshooting documentation for internal and customer use
Provide support and resolution for escalated issues both internally and externally
Be accountable for Technical Support KPIs and action plans associated
Provide technical assistance for customers in a timely and efficient manner, via phone, email, or video conferencing tools
Use Salesforce customer relationship management tool to keep track of all customer inquiries, including how and when the issue was resolved and other useful information
Identify customer needs and help customers troubleshoot technical challenges or use specific features on our digital curriculum platform or provisioned software
Analyze and report product malfunctions to the Product team and provide replacements to customers and/or options for resolution
Maintain basic knowledge of all CLS products and featured software

Education And Experience Needed

High school diploma with some college experience, Associates in Information Technology or relevant diploma preferred
Experience as a Customer Support Specialist or similar CS role
Familiarity with the educational technology industry is a plus
A desire to troubleshoot issues efficiently and effectively in a timely manner
Excellent written and verbal communication
A growth mindset
Ability to move quickly from one task to another
Enjoy working and making decisions independently
High stress tolerance in a face paced work environment essential
Knowledge of Microsoft Windows and Active Directory

Leadership Competencies

Strategic
Expertise in profession & industry
Candid communicator
Bias toward action and results
Continuous improvement mindset

Benefits

Strong connection to the purpose of your work, knowing you're helping teachers and students grow
Working with delightful people at a flourishing company
Full benefits package, including paid parental leave
Company pays 3% of salary into 401k (regardless of employee contribution amount)
Competitive salary ($70,000 to $85,000 pay range for position: )

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