Edtech.com's Summary

ExploreLearning is hiring a Customer Support Specialist. The role involves providing technical support and post-onboarding guidance for customers using web-based educational solutions. The specialist collaborates with internal teams to troubleshoot issues, document resolutions, and improve system performance while maintaining product expertise.

Highlights

Provide technical integrations support and post-onboarding guidance to customers of web-based educational products.
Troubleshoot rostering and product-related issues to deliver higher-level support.
Collaborate with internal teams including Customer Support, Product Development, Operations, Sales, and Engineering to identify bugs and improve system performance.
Track, document, and report customer issues and resolution activities.
Develop and maintain standard responses for common technical issues and documentation gaps.
Maintain working knowledge of ExploreLearning and Learning A-Z products and integration systems.
Assist with special projects as assigned by senior management.
Requires 1+ years of experience in web application support or technical helpdesk environment.
Proficiency in Microsoft Office Suite, Internet browsers, and ability to quickly learn new technology.
Associate's or Bachelor's degree preferred; strong problem-solving, communication, and organizational skills required.

Customer Support Specialist Full Description

Job Overview:

The Customer Support Specialist 1 provides technical support for ExploreLearning and Learning A to Z customers. As a product expert, the role serves as a primary contact for customer technical also works with other ExploreLearning personnel to identify, escalate, and resolve issues. This is for the First Shift from 8:30 - 5:00PM EST

Job Responsibilities:

Provides effective and accurate technical integrations post-onboarding guidance, and support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner.
Delivers ongoing higher-level customer and technical integrations support to troubleshoot rostering and product issues and concerns
Collaborate with internal stakeholders (CS, PD, OM, Sales, & Engineering) to identify bugs and system issues; QA solutions; provide feedback to improve system performance
Tracks, documents, and reports customer issues and resolution activities.
Identifies, develops, and maintains standard responses for often-encountered technical integration issues and documentation gaps.
Maintains a working knowledge of ExploreLearning Learning A-Z products and associated platforms, and integration system requirements.
Supports special projects and other duties as assigned by the Sr. Manager Customer Support and Integrations Customer Support Manager

Job Requirements:

1+ years of experience with web application support in a technical helpdesk or customer support environment
Excellent problem-solving, analytical and technical skills
Excellent written, oral communication and listening skills
Effective working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master, and describe new technology
Ability to work well within a team and with a variety of individuals
Good organizational and time management skills, with attention to accuracy and detail
Ability to make autonomous decisions and proactively problem solve
Associate's or Bachelor's degree (Preferred)

Why Work With Us?

In addition to competitive salaries and generous benefits, ExploreLearning offers an exciting and dynamic working environment in which creativity, teamwork and professional growth are valued and rewarded. Our award-winning online programs bring engaging and effective instructional strategies to K-12 classrooms around the world. Over the course of the last 20+ years, we've received numerous awards from some of the worlds most respected education organizations, and were recently named one of the Best Places to Work in Virginia.

To learn more about our organization and the exciting work we do, visit us online.

Remote First Work Environment

Our Remote First approach gives employees the flexibility and trust they need to effectively balance work with life. It creates a culture in which all employees are valued and where success is measured in results. It allows us to work collaboratively, inclusively and for greater positive impact, regardless of our individual locations.

If you will be working remotely, either occasionally or on a permanent basis, you must have a reliable internet connection through a cable or fiber-optic broadband service with minimum speeds of 10 Mbps download and 5 Mbps upload.

The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role.

As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex (including pregnancy, gender, gender identity/expression, or sexual orientation), national origin, protected veteran status, disability, or genetic information (including family medical history).

We will provide reasonable accommodations for qualified individuals with disabilities. You may request an accommodation during the recruiting process with your Talent Acquisition team member.

Original Job Description

Job Overview:

Job Responsibilities:

Provides effective and accurate technical integrations post-onboarding guidance, and support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner.
Delivers ongoing higher-level customer and technical integrations support to troubleshoot rostering and product issues and concerns
Collaborate with internal stakeholders (CS, PD, OM, Sales, & Engineering) to identify bugs and system issues; QA solutions; provide feedback to improve system performance
Tracks, documents, and reports customer issues and resolution activities.
Identifies, develops, and maintains standard responses for often-encountered technical integration issues and documentation gaps.
Maintains a working knowledge of ExploreLearning Learning A-Z products and associated platforms, and integration system requirements.
Supports special projects and other duties as assigned by the Sr. Manager Customer Support and Integrations Customer Support Manager

Job Requirements:

1+ years of experience with web application support in a technical helpdesk or customer support environment
Excellent problem-solving, analytical and technical skills
Excellent written, oral communication and listening skills
Effective working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master, and describe new technology
Ability to work well within a team and with a variety of individuals
Good organizational and time management skills, with attention to accuracy and detail
Ability to make autonomous decisions and proactively problem solve
Associate's or Bachelor's degree (Preferred)

Why Work With Us?

To learn more about our organization and the exciting work we do, visit us online.

Remote First Work Environment

The successful candidate will be expected to actively participate in video-based interviews during the recruiting process and ongoing virtual meetings with their camera on, as part of their role.

As part of our Remote-First benefits, Cambium offers reimbursement to help cover the cost of setting up your home or remote office.

An Equal Opportunity Employer

We will provide reasonable accommodations for qualified individuals with disabilities. You may request an accommodation during the recruiting process with your Talent Acquisition team member.

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