Technical Support Specialist (Tier-2)

Leepfrog•Coralville, IA

4d•Onsite

About The Position

Leepfrog Technologies, Inc. provides CourseLeaf software to more than 500 academically complex colleges and universities for managing academic catalogs, curriculum, section scheduling, registration, and syllabi. The Technical Support Specialist (Tier-2) supports CourseLeaf clients by understanding the products, completing non-development configuration changes and milestone processing, troubleshooting requests, and reporting issues to development or other departments as needed. The role is part of a Support team and serves an assigned portfolio of approximately 85–115 clients, with up to five or more modules per client. The specialist provides customer service and product guidance, manages client tasks and tickets through resolution, supports routine installations and updates, documents issues and client-specific information, and coordinates communication between clients and internal teams. The position is based in the corporate office in Coralville, Iowa, reports to the Software Support Supervisor, and is a full-time, non-exempt hourly role scheduled Monday through Friday from 10:30 a.m. to 7 p.m. Occasional weekend and holiday coverage may be needed. The description also lists duties specific to daytime and overnight shifts; daytime specialists may back up Tier 1 Support Communication Administrators as needed.

Requirements

Strong organization and time-management skills, including prioritizing requests and meeting internal and external deadlines.
Customer-success orientation, including listening to client requests, translating them into options, developing plans, and delivering outcomes.
Clear, concise, and timely oral and written communication with internal and external audiences, using tact and diplomacy.
Knowledge of web browsers, file editors, and general troubleshooting steps for identifying and resolving technical issues.
Ability to manage and document issues and interactions in ticket, task, or project management tools and take initiative to prioritize and resolve issues.
Problem-solving skills, including analyzing situations and reacting appropriately to improve issue resolution and ticket routing.
Ability to work collaboratively within Support and with other internal departments, with consistent and respectful internal communication.
Ability to work in the corporate office and use office equipment, phones, and computers.

Nice To Haves

A high-level understanding of web-based application architecture.
Previous experience with JavaScript, HTML, CSS, SQL, or web CMS systems.

Responsibilities

Deliver excellent customer service and build positive client relationships to support satisfaction and successful use of CourseLeaf software.
Maintain an ongoing understanding of CourseLeaf modules and how they are configured, customized, and implemented for client requirements.
Develop and maintain specialization in at least two CourseLeaf modules through ongoing training.
Manage, update, and resolve assigned tasks and tickets within deadlines, providing timely feedback to internal teams and clients.
Use discretion and judgment to prioritize and address client issues and provide timely resolutions.
Troubleshoot and diagnose client issues and determine whether the software is performing as expected.
Support routine client needs, including installing patches and upgrades and performing publication and advancement processes.
Create, manage, and track internal tasks according to established guidelines and procedures.
Serve as a liaison between internal teams and clients to facilitate communication and address client needs.
Record detailed notes and update documentation, including client-specific documentation.
Participate in internal and external meetings as a Support Team representative, including implementation hand-offs and presentations on client issues and updates when needed.
Educate clients and internal teams about product configurations and support processes.
Perform assigned office opening and closing duties, including hand-offs.
Provide occasional weekend and holiday coverage as needed.
For the daytime shift, provide backup for Tier 1 Support Communication Administrators as needed.
Support other evolving department and company needs as needed.