Technical Support Specialist (Tier-2)

Leepfrog Technologies•Coralville, IA

3d•Onsite

About The Position

Leepfrog Technologies, Inc. provides CourseLeaf software to more than 500 colleges and universities for managing academic catalogs, curriculum, section scheduling, registration, and syllabi. The Technical Support Specialist (Tier-2) supports clients using CourseLeaf products by completing non-development configuration changes, handling milestone processing such as publishing, updating, and advancing, troubleshooting client requests, and reporting issues to development or other departments as necessary. The position works within a team in the Support department and serves an assigned portfolio of approximately 85–115 clients, with up to five or more modules per client. The specialist develops a thorough understanding of CourseLeaf modules and specializes in at least two through ongoing training. They manage tickets and client tasks, diagnose issues, support routine installations and updates, maintain documentation, and coordinate communication between clients and internal teams. The role also represents Support in meetings, helps educate clients and colleagues about product configurations and support processes, and performs assigned office opening and closing duties. Occasional weekend and holiday coverage may be needed. This is a full-time, non-exempt, hourly position based in the corporate office in Coralville, Iowa. The stated shift is Monday through Friday, 10:30 a.m. to 7 p.m. The work is sedentary and involves office equipment, phones, and computers; the office may be busy and subject to regular interruptions.

Requirements

Strong organization and time-management skills, including the ability to prioritize work and meet internal and external deadlines.
Customer-success orientation, including listening to client requests, translating them into options, developing plans, and delivering outcomes.
Clear, concise, 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 tasks and document issues and interactions using ticket, task, or project management tools.
Initiative in prioritizing and resolving issues.
Problem-solving ability, including analyzing changing situations and responding appropriately to improve resolution and ticket routing.
Ability to work collaboratively within Support and with other internal departments, with consistent and respectful communication.

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 relationships with clients to support their satisfaction and successful use of CourseLeaf software.
Maintain a thorough understanding of CourseLeaf modules, including their configuration, customization, and implementation.
Develop and maintain a specialization in at least two CourseLeaf modules through ongoing training.
Manage, update, and resolve assigned tasks or tickets by prescribed deadlines, and provide timely feedback to clients and internal teams.
Prioritize and address client issues independently, using discretion and judgment to provide timely resolutions and support customer satisfaction.
Troubleshoot and diagnose client issues and determine whether the software is performing as expected.
Support routine client needs, including installing patches and upgrades, publication, and advances.
Create, manage, and track internal tasks according to established guidelines and procedures.
Serve as a liaison between clients and internal teams, facilitating communication and addressing client needs.
Document issue resolution with detailed notes and keep client-specific documentation updated.
Participate in internal and external meetings as a Support Team representative, including implementation hand-offs and presenting 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 to Tier 1 Support Communication Administrators as needed.
Support additional responsibilities as department and company needs evolve.