Primary Product Support Representative

September 16

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Cambium Learning Group

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at-risk and special student populations • reading intervention • math intervention • summer intervention • English language learners

501 - 1000

Description

• Provides technical support to customers via phone, chat, email, and other channels • Educating teachers and administrators on how to use Lexia Learning products • Create and update cases with customer inquiries via Salesforce • Troubleshoot application and access issues for customers as needed • Explaining reports and usage within Lexia Learning programs to customers • Report defects and feature requests to development team • Expert on all Lexia products, and latest hardware, software, and networking technologies • Continually improves technical knowledge and service skills • Continually improves company knowledge of products and services • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers • Has direct impact in making our customers successful through increasing their product understanding

Requirements

• 2+ years of experience in customer service or technical support • Demonstrated phone and email skills successfully supporting customers, particularly with technical questions. Chat experience is a plus. • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops. • Comfortable in a fast paced and changing environment • Ability to quickly learn new features and particulars of software applications • Excellent communication skills (written and verbal) • Demonstrated ability to work collaboratively • Ability to work with customers at all levels of technical expertise and provide support accordingly • Must be self-directed and pro-active • Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred • Ability to speak Spanish a plus