Digital Support Representative

Coughlan Companies•Mankato, MN

8d•Hybrid

About The Position

Capstone is seeking a Digital Support Representative for our Customer Service team that help support customers using our digital products and services. In this role, you’ll be a go-to resource for customers who need assistance navigating our digital products, troubleshooting technical issues, and finding solutions. You’ll also support the customer experience by accurately entering and processing orders, responding to order-related questions, and helping ensure customers receive timely and accurate service. You’ll work closely with customers and teams across Capstone to research and resolve issues, answer product and order questions, troubleshoot technical concerns, and help create a positive and seamless customer experience. We’re looking for someone who is customer-focused, tech-savvy, detail-oriented, and comfortable balancing technical troubleshooting with order processing and day-to-day customer support. This hybrid position is based out of our North Mankato, MN office. Employees are expected to work from their designated office a minimum of two (2) days per week.

Requirements

Associate degree in computer science, information technology, or a related field, or equivalent experience.
Experience providing customer service or technical support for a digital or technology-based product.
Strong troubleshooting skills across PC and Mac, web browsers, and basic connectivity/network issues.
Strong customer service, communication, and problem-solving skills, with the ability to explain technical information in an easy-to-understand way.
Experience with spreadsheets, databases, and order entry or customer account systems.
Self-motivated, detail-oriented, and able to prioritize and multitask in a fast-paced, changing environment.
Professional, patient, and solutions-focused when handling customer issues.
Applicants must be authorized to work in the United States.

Nice To Haves

Experience with SSO, Clever, ClassLink, Google Classroom, or similar EdTech integrations.
Experience supporting international customers or partners.

Responsibilities

Troubleshoot problems of internal and external users of the Capstone products.
Provide direct customer assistance as needed and via multiple channels, such as telephone, email, chat, webinar, and social media.
Process orders and returns in an accurate and efficient fashion.
Use a secure lab with end user configuration to diagnose and replicate end user technical issues.
Support product integrations with partners and 3rd party providers.
Use and maintain a technical knowledge base.
Provide support to the Capstone sales team members.
Provide training to team members as able.
Facilitate internal and external communication on issues and events as needed.
Participate in the ongoing development of strategic operational processes such as Knowledge Management, Change Management, Incident Management and other best practices.
Ensure timely escalation of issues to appropriate groups as needed.
Communicate needed feedback and information to customers, partners, and other Capstone teams in a timely manner.
Utilize a ticketing system to accurately track all customer incidents and requests.
Complete additional assigned duties on a timely, professional basis.