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Customer Support Specialist (Sterling, VA)

Discussion in 'Jobs and Help Wanted' started by AppleJack, Sep 7, 2017.

  1. AppleJack

    AppleJack New Member

    Aug 14, 2009
    Likes Received:
    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

    • Minimum of a high school degree
    • Two years of college education or customer service experience.
    • 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 commensurate to job experience ($30,000 - $40,000)
    • Full health and retirement benefits
  2. AppleJack

    AppleJack New Member

    Aug 14, 2009
    Likes Received:
    The position has been filled.

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