Job Description
Primary Product Support Representative
Concord, MA
Remote, USA
Full-Time
We are Lexia Learning, a Cambium Learning Group company.
Lexia Learning, a Cambium Learning Group company, empowers educators through adaptive assessment and personalized instruction. For more than 30 years, the company has been on the leading edge of research and product development as it relates to student reading skills. With a robust offering that includes solutions for differentiated instruction, personalized learning, and assessment, Lexia Learning provides educators with the tools to intensify and accelerate literacy skills development for students of all abilities.
Primary Product Support Representative
Position Overview:
The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and able to balance multiple tasks. Hours are full-time, Monday through Friday.
Location: USA, Remote
Job Responsibilities:
- Provides technical support to customers via phone, chat, email, and other channels
- Educating 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
- Explaining reports and usage within Lexia Learning programs to customers
- Report defects and feature requests to development team
Responsibilities as part of the Customer Success Team:
- 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
- Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
- Has direct impact in making our customers successful through increasing their product understanding
Job 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 pro-active
- Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred
- Ability to speak Spanish a plus
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.