Technical Support Engineer

Pansophic Learning•Cleveland, OH

8d•$20 - $29•Remote

About The Position

“We believe that every child should be able to be anything they want in life, regardless of their birthplace and circumstances.” – Ron Packard, CEO & Founder Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools. As a Technical Support Engineer, you will support the following areas: Provide customers with remote guidance and expertise to resolve technical problems. Act as second tier end user contact and resolution. Resolve customer reported issues using Pansophic provided access, tools, and technology. Accurately documents user information, triage steps and resolutions or escalation notes. Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. Follows knowledge base articles as a standard for resolving end user reported issues. Works to identify missing or erroneous documentation for processes or knowledge. Works with internal and external teams to ensure solutions provided are accurate. Assist customers with account setup and application installations. Provides escalations as necessary. Create and maintain required documentation. Ability to multitask on several initiatives simultaneously to meet business needs. Ensure concise and clear written and verbal communication. Adhere to establish standards. Deliver outstanding human centric customer service through all support and operational efforts. Perform other duties as assigned.

Requirements

Must have strong knowledge of service desk operations, standard processes, and technologies.
Experience with Microsoft Active Directory or Google Workspace basic administration.
In-depth knowledge of Windows Desktop OS and Chrome OS.
Must be a team player and be flexible for occasional shift changes or modifications.
Ability to quickly assess and troubleshoot customer issues.
Ability to work remotely in a fast paced, high stress environment.
Bachelor's degree or equivalent experience
Highly organized, able to multi-task, with a high attention to detail and ability to prioritize.
Patient and active listener
Ability to pass federal and state criminal background checks (FBI/BCI)
Confident, high-energy, self-motivated and a true team player
Accountability and personal organization are essential.
Experience in customer facing roles is required.
Effective communication skills using phone, video calls, chat, and ticket updates.
Strong customer focus with empathetic approach
Good interpersonal skills handling customer escalations.

Responsibilities

Provide customers with remote guidance and expertise to resolve technical problems.
Act as second tier end user contact and resolution.
Resolve customer reported issues using Pansophic provided access, tools, and technology.
Accurately documents user information, triage steps and resolutions or escalation notes.
Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests.
Follows knowledge base articles as a standard for resolving end user reported issues.
Works to identify missing or erroneous documentation for processes or knowledge.
Works with internal and external teams to ensure solutions provided are accurate.
Assist customers with account setup and application installations.
Provides escalations as necessary.
Create and maintain required documentation.
Ability to multitask on several initiatives simultaneously to meet business needs.
Ensure concise and clear written and verbal communication.
Adhere to establish standards.
Deliver outstanding human centric customer service through all support and operational efforts.
Perform other duties as assigned.