Technical Customer Support Specialist

Technical Customer Support Specialist

Reports To: Manager of Technical Customer Support

Employment Type: Full Time, FSLA Status: Non-Exempt, EEO Category: Administrative Support Workers

The Impact you Will Have:

The Technical Customer Support Specialist (TCSS) shares in the responsibility for daily technical & general support of our clients and colleagues. As a TCSS you will become a subject matter expert in the various platforms and systems that we use to support the learning needs of our clients and our operation. This position sits in the Service Delivery department and will work closely with colleagues in Technical Virtual Production and Operations teams, in addition to partnering from time to time with our Product Development team. You will also both support and collaborate with Sales and our Client Success Specialists as we work to provide exceptional service to our clients. The TCSS must be able to work independently and with minimal direction from the management team.

Note: The hours for this role will be 8:30 a.m. - 5:00 p.m. Pacific time. This role may also require coverage during regularly scheduled holidays.

What You’ll Do:

• Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
• Host walk-through meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
• Assess a situation & ask follow-up questions where needed to drill down to the core problem
• Take command of a situation and project manage various stakeholders to a successful solution
• Use internal resources (depository of knowledge articles) and external resources (Google) as well as colleagues to find solutions
• Respond to feature and functionality questions from various channels, including both internal and external customers and vendors
• Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs & functionality
• Filter and escalate requests to other teams as outlined in our process documents
• Address immediate needs and investigate situations after to determine all solutions needed
• Efficiently reply to requests and maintain the team’s SLA
• Surface trends, opportunities, and ideas to the team for discussion and development
• Work for a portion of the day independently while your colleague is out of office
• Model Help Desk processes and create best practices across the firm’s digital support function as needed

What You’ll Need:

• Preferred college degree, Bachelor’s or higher
• At least 3 years direct experience troubleshooting technical issues
• 2-3 years’ experience working in a ticketing queue
• Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
• Understanding of, and experience with, Zoom required.
  • Additional video conferencing platforms preferred (WebEx, Google Meets, etc.)
• Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
• Attention to detail and ability to follow standard operating procedures
• Sound judgement and willingness to lean on colleagues and crowdsource an answer
• Investigative curiosity
• Demonstrated troubleshooting skills and the flexibility to pivot when needed
• The ability to track the progress of multiple tasks, documenting and resolving roadblocks as needed
• Ability to work within a 360-degree feedback environment
• Ability to work 40 hours a week during standard US business hours and additional hours on occasion
• Ability to prioritize, categorize, and act on different types of communications via e-mail, direct message, and responses on a ticketing system.
• Ability to manage and coordinate through multiple channels of communication simultaneously.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

• Access to some of the richest professional development programs.
• A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
• Access to health benefits and wellness programs for employees and families.
• The ability to work in a flexible work environment.
• Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at hr@cruciallearning.com.

ADA (American with Disabilities Act) Information

• Work is performed primarily in an office setting
• Operates standard office equipment to include a computer, calculator, copier, fax, telephone