Customer Tech Support

Benchmark Education Company

About The Position

The Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis. Benchmark Education Company (BEC) is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, with valid and reliable digital assessments that inform instruction. BEC is also a provider of exceptional professional development to educators. BEC is recognized as a responsive publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research outcomes carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-quality resources focused on language development and comprehension. BEC’s content-rich and authentic texts offer instruction in close reading and analysis, multiple perspectives, and authentic literature while building world knowledge and reflecting the individuality of every student in each diverse classroom. Family owned and operated for more than 25 years, BEC is committed to partnering with educators to provide the best for all students through resources of exceptional quality, world-class professional learning, and effective and dedicated customer support.

Requirements

1-3 years of experience in customer support and technical support roles
Associate degree or equivalent work experience
Exceptional customer relations skills and a dedication to providing excellent customer service
Ability to work with non-technical customers to gather requirements and translate them into technical specifications
Strong oral and written communication skills
Ability to see issues through to resolution
Proven analytical and troubleshooting skills with proficiency in problem-solving and root cause analysis

Nice To Haves

Teaching or educational experience is preferred
Experience with educational e-learning software is preferred

Responsibilities

Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs)
Provide empathetic and understanding support, addressing customer issues promptly and effectively
Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures
Conduct research and troubleshooting to provide first-contact resolution whenever possible
Escalate unresolved incidents to appropriate resolution groups
Track the status and progress of all open incidents and requests
Ensure a positive user experience throughout all customer interactions
Provide clear and concise answers to customers, guiding them through corrective steps
Confirm incident or service request resolution and closure
Follow up with customers to provide updates on open issues