Job Description
Technical Support Specialist
Remote UT – Taylorsville, UT
Fully Remote
Position Type
Regular
Job Category
Information Technology
If youre passionate about positively impacting children by providing life-changing access to educational resources and technology to all learners inner-city, rural, low-income, special education students, dual-language learners, and more then we want to discuss this opening with you!
Waterford.org is seeking a Technical Support Specialist to take ownership for incoming phone calls, chat sessions and email queries from families and schools. The specialist provides product navigation, instructional, and technical support for all of Waterford.org hosted products, mobile applications and provided equipment. As a first responder, you will seek to resolve all cases that can be resolved by your product and program expertise, help documentation, or Knowledgebase articles.
Responsibilities Include but are not limited to:
- Answer inbound chat, emails, and phone calls from families and schools, log cases and resolve issues.
- Determine if issue is already addressed with existing Knowledgebase article, help topics, video tutorials and if not create new documentation or request new support material.
- Monitor the inbound case queue in Salesforce.
- Interact with the Product, QA, Engineering and other teams as needed using the swarming process for new or unknown situations.
- Conduct Zoom sessions with customers for fact finding and to gather screen captures, log files, error messages, etc.
- Determine if issue already exists and is a known defect that is currently being tracked in JIRA.
- Interact with other swarm teams to resolve customer issue and warm transfer customer when necessary with a fully documented case.
- Ongoing customer engagement and technical training to help with current and future technical trends and releases.
- Participate in rotation for off hours and weekend coverage.
Qualifications:
- Ability to provide a confident and calming demeanor to our customers throughout issue resolution.
- Critical thinking skills to diagnose and understand support issues and customer frustration.
- Ability to learn new technical information quickly.
- Must be self-motivated to personal growth and customer satisfaction.
- Ability to effectively prioritize and deliver solutions in a high-pressure and fast paced environment.
- Ability to communicate clearly, courteously and professionally.
- Adept at conveying technical information to non-technical individuals.
Requirements:
- 1+ years Technical Support and/or Customer Service experience.
- Experience with CRM Case Management platforms such as Salesforce Service Cloud.
- Experience troubleshooting web and mobile applications.
- Basic experience troubleshooting end-user computer equipment.
- Experience working in a team-oriented, collaborative environment.
- Knowledge of Cloud Based Processes and Applications.
- A+ certified training or Microsoft Certifications or equivalent certifications or experience.
- Excellent written and verbal Communication Skills.
- Proven analytical and problem-solving abilities.
- Spanish speaking a plus.