Customer Support Specialist (Sterling, VA)

Job Purpose: Online School Management Systems seeks a Support Specialist to provide technical support to K-12 public school systems on a variety of custom software solutions provided through a software as a service.
Detailed Job Description:
• Provide exceptional support to end-users
o Respond to email and telephone support requests
o Remotely connect to users computers, determine minimal use case to recreate issue, solve issue if possible or provide concise details to development for further analysis and resolution
o Use deductive problem solving skills to investigate and solve a broad range of support issues each day

• Improve products and processes
o Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
o Update and create online knowledgebase articles to reduce support requests
o Capture details of each support request in helpdesk ticketing system

• Act as liaison between users and development
o Help test fixes provided by development and incorporate them into client sites
o Work closely with development to make software more intuitive, easier to deploy and easier to support

• Assist the sales team
o Provide pre-sales technical support as needed
o Recognize end-users need for additional products and services

Education/Background:
• Minimum of a high school degree
• Two years of college education or customer service experience.
Skills:
• Basic computer skills with a willingness to learn new software technologies
• A passion for solving puzzles and learning how things work
• Willingness to research and figure out software problems as an end user
• Ability to interact effectively with both non-technical users and technical users
• Great communication skills with the ability to listen, diagnose, and instruct users
• Ability to prioritize and balance multiple tasks
• Excellent follow-through with minimal management oversight
Salary/Benefits:
• Salary commensurate to job experience ($30,000 - $40,000)
• Full health and retirement benefits

 

The position has been filled.