Primary Product Support Representative

Cambium Learning Group•Concord, MA

17h•Remote

About The Position

The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and able to balance multiple tasks. Hours are full-time, Monday through Friday. Location: USA, Remote

Requirements

2+ years of experience in customer service or technical support
Demonstrated phone and email skills successfully supporting customers, particularly with technical questions.
Chat experience is a plus.
Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.
Comfortable in a fast paced and changing environment
Ability to quickly learn new features and particulars of software applications
Excellent communication skills (written and verbal)
Demonstrated ability to work collaboratively
Ability to work with customers at all levels of technical expertise and provide support accordingly
Must be self-directed and pro-active
Familiarity with case tracking and customer relationship management software.
Experience with Salesforce and Jira preferred
Ability to speak Spanish a plus

Responsibilities

Provides technical support to customers via phone, chat, email, and other channels
Educating teachers and administrators on how to use Lexia Learning products
Create and update cases with customer inquiries via Salesforce
Troubleshoot application and access issues for customers as needed
Explaining reports and usage within Lexia Learning programs to customers
Report defects and feature requests to development team
Expert on all Lexia products, and latest hardware, software, and networking technologies
Continually improves technical knowledge and service skills
Continually improves company knowledge of products and services
Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
Has direct impact in making our customers successful through increasing their product understanding