MackinVision Customer Support Specialist

Mackin Book Company-posted 2 months ago
$22 - $25/Yr
Full-time
Burnsville, MN
251-500 employees
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Mackin Educational Resources is Minnesota based company known nationally for distributing print and digital content, makerspace products, professional learning solutions, and our new MackinVision LMS to schools, classrooms, and school districts across the United States. MackinVision is Mackin’s next-generation library management platform, designed to unify print, digital, and multimedia resources into a flexible, school-wide system. Our software aims to support educators and librarians in delivering a superior learning experience with features like live analytics, teacher and student portals, and a streamlined, intuitive interface. We are looking for a charismatic and analytical Customer Support Specialist to join our growing MackinVision team.

  • Assist in the delivery of customer support services and communication activities including the provision of information and instructions to customers via e-mail, phone, and live chat regarding products and services
  • Participate in training and/or workshops of MackinVision to K-12 school librarians and library support staff
  • Actively learn and maintain knowledge of materials, products, and services for MackinVision Library application and supporting technologies in order to provide information and support to customers
  • Utilize a variety of internal applications such as remote access software, CRM systems, and communication platforms to support customers and conduct training sessions.
  • Foster and maintain relationships with customers while representing and promoting Mackin in a professional and positive manner at all times
  • Triage and manage support inquiries, documenting case activity and logging requests using an electronic ticketing system.
  • Provide Tier 1 and Tier 2 customer support, including troubleshooting and issue investigation, and prepare software change requests while adhering to established case management and escalations protocols
  • All other MackinVision support duties as assigned
  • Strong computer applications and software troubleshooting skills
  • Ability to work effectively and collaboratively in a team environment with internal team members and external partners
  • Ability to determine customers' needs and present solutions that benefit both the customer and Mackin
  • Understanding of the principles and processes for providing exemplary product training/customer service
  • Ability to learn, develop product knowledge, and react quickly
  • 2+ years of customer service experience, preferably in the EdTech or LMS industries and/or a bachelor’s degree
  • Previous experience meeting with customers in-person and via telephone, as well as a history of success conducting remote meetings via Zoom/GoogleMeet/etc.
  • Previous experience navigating unique applications and digital platforms.
  • Knowledge of PK-12 education and/or library industries helpful
  • Paid Time Off (PTO)
  • 401(k) retirement plan with employer match
  • Health insurance plan options including Health Savings Accounts (HSA) and Health Reimbursement Arrangements (HRA)
  • Medical Flexible Spending Accounts (FSA)
  • Dependent Care Flexible Spending Accounts (DCARE)
  • Employer Paid Life Insurance
  • Voluntary Life Insurance options
  • Long-Term Disability Insurance (LTD) and Short-Term Disability Insurance (STD)
  • Paid Holidays including New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, The Day After Thanksgiving, Christmas Eve, Christmas Day, and one floating holiday.
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