Tech Support & Customer Care Supervisor

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: )