Senior Technical Support Specialist

Follett Software, LLC

3d•Remote

About The Position

The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primary supports our Facilities product within our technology suite.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
3-5 years’ experience in a technical support role, preferably in a SaaS or software environment.
Experience in customer service or client-facing roles.
Proven ability to analyze and resolve technical issues quickly and efficiently.
Strong diagnostic skills with a methodical approach to troubleshooting.
Strong attention to detail and organizational skills.
Ability to work under pressure and manage multiple priorities.
Willingness to learn new technologies and software.
Experience working in a collaborative environment, partnering with development and product teams.
Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
Proficient PC and technical/software skills.
Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools.

Responsibilities

Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues.
Documents resolution processes for escalated issues and serves as a resource for other support areas.
Identifies and pursues opportunities for mentoring and knowledge sharing.
Creates and updates Knowledge Base articles.
Partners with Training Services and Tier 3 by providing assistance in training as requested.
Partners with Development to research and perform root cause analysis on potential product bugs/defects.
Creates and delivers product specific presentations to customers as needed.
May travel to customer sites to provide training and support during Go Live and other critical times during the school year.
Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals.
Other duties as assigned.