Edtech.com's Summary

Crucial Learning is hiring a Senior Technical Customer Support Specialist. This role involves providing daily technical and general support to clients and colleagues while leading the support team. The specialist will work closely with various departments to develop solutions for complex customer needs and is expected to function independently with minimal direction.

Highlights

Primary contact and expert for Crucial Learning digital products and systems.
Lead system tests and walkthroughs using web conferencing tools.
Troubleshoot escalated technical issues using internal and external resources.
Preferred college degree and at least 5 years of related experience.
Proficiency in Microsoft Office, Zoom, and other conferencing platforms preferred.
Compensation includes health benefits, income protection, and retirement savings plans.
Role requires sound judgment, attention to detail, and strong communication skills.
Opportunities for professional development and flexible work environment.

Senior Technical Customer Support Specialist Full Description

Senior Technical Customer Support Specialist

Department: | Operations: Product Ops

Senior Technical Customer Support Specialist

Reports To: Manager of Technical Customer Support

Employment Type: Full Time, FSLA Status: Non-Exempt, EEO Category: Administrative Support Workers

The Impact you Will Have:

The Senior Technical Customer Support Specialist (Sr. TCSS) shares in the responsibility for daily technical and general support of our clients and colleagues, as well as serving as a leader on the team. As a Sr. TCSS you are a subject matter expert in the various platforms and systems that we use to support the learning needs of our clients and our operation. This position sits in the Client Experience & Operations department and will work closely with colleagues in Technical Virtual Production and Operations teams, in addition to partnering from time to time with our Product Development team. You will also collaborate across the organization to source or develop solutions to increasingly complex customer needs. The Sr. TCSS must be able to work independently and with minimal direction from the management team.

Note: The hours for this role will be 7:30 a.m. – 4:00 p.m. Eastern or 8:30 a.m. – 5:00 p.m. Pacific. This role may also require coverage during regularly scheduled holidays.

What You’ll Do:

Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
Host walk-through and system test meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
Accept escalations, assess the situation, and involve other stakeholders where needed to drill down to the core problem and find or develop solutions
Take command of a situation and project manage various stakeholders to a successful solution
Use internal resources (knowledge base articles) and external resources as well as colleagues to find solutions to more complex issues
Update and support internal and external knowledge bases
Surface trends and opportunities to affect greater change across the organization and for the betterment of the client experience
Respond to feature and functionality questions from various channels, including both internal and external customers and vendors
Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs and functionality
Address immediate needs and investigate situations after to determine all solutions needed
Support the onboarding and initial training of new Specialists to the team
Efficiently reply to requests to help maintain the team’s SLAs
Work for a portion of the day independently to take on these additional

What You’ll Need:

Preferred college degree, Bachelor’s or higher
At least 5 years direct experience troubleshooting technical issues
5 years’ experience working in a ticketing queue
Preferred experience handling escalated issues and adding documentation to a knowledge base
Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
Understanding of, and experience with, Zoom required
Additional video conferencing platforms preferred (MS Teams, Webex, Google Meets, etc.)
Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
Attention to detail and ability to follow standard operating procedures
Sound judgement and willingness to lean on colleagues and crowdsource an answer
Investigative curiosity
Demonstrated troubleshooting skills and the flexibility to pivot when needed
The ability to track the progress of multiple tasks, documenting and resolving roadblocks as needed
Ability to work within a 360-degree feedback environment
Ability to work 40 hours a week during standard US business hours and additional hours on occasion
Ability to prioritize, categorize, and act on different types of communications via e-mail, direct message, and responses on a ticketing system
Ability to manage and coordinate through multiple channels of communication simultaneously.
Must be able to attend in-person events at least once a year.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at hr@cruciallearning.com.

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

Original Job Description

Senior Technical Customer Support Specialist

Department: | Operations: Product Ops

Senior Technical Customer Support Specialist

Reports To: Manager of Technical Customer Support

Employment Type: Full Time, FSLA Status: Non-Exempt, EEO Category: Administrative Support Workers

The Impact you Will Have:

Note: The hours for this role will be 7:30 a.m. – 4:00 p.m. Eastern or 8:30 a.m. – 5:00 p.m. Pacific. This role may also require coverage during regularly scheduled holidays.

What You’ll Do:

Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
Host walk-through and system test meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
Accept escalations, assess the situation, and involve other stakeholders where needed to drill down to the core problem and find or develop solutions
Take command of a situation and project manage various stakeholders to a successful solution
Use internal resources (knowledge base articles) and external resources as well as colleagues to find solutions to more complex issues
Update and support internal and external knowledge bases
Surface trends and opportunities to affect greater change across the organization and for the betterment of the client experience
Respond to feature and functionality questions from various channels, including both internal and external customers and vendors
Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs and functionality
Address immediate needs and investigate situations after to determine all solutions needed
Support the onboarding and initial training of new Specialists to the team
Efficiently reply to requests to help maintain the team’s SLAs
Work for a portion of the day independently to take on these additional

What You’ll Need:

Preferred college degree, Bachelor’s or higher
At least 5 years direct experience troubleshooting technical issues
5 years’ experience working in a ticketing queue
Preferred experience handling escalated issues and adding documentation to a knowledge base
Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
Understanding of, and experience with, Zoom required
Additional video conferencing platforms preferred (MS Teams, Webex, Google Meets, etc.)
Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
Attention to detail and ability to follow standard operating procedures
Sound judgement and willingness to lean on colleagues and crowdsource an answer
Investigative curiosity
Demonstrated troubleshooting skills and the flexibility to pivot when needed
The ability to track the progress of multiple tasks, documenting and resolving roadblocks as needed
Ability to work within a 360-degree feedback environment
Ability to work 40 hours a week during standard US business hours and additional hours on occasion
Ability to prioritize, categorize, and act on different types of communications via e-mail, direct message, and responses on a ticketing system
Ability to manage and coordinate through multiple channels of communication simultaneously.
Must be able to attend in-person events at least once a year.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

AAP:

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

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Senior Technical Customer Support Specialist

Edtech.com's Summary

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