Primary Product Support Representative

September 16, 2024

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Cambium Learning Group

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Cambium Learning Group is an education essentials company that focuses on providing essential elements for the success of education. Through a family of respected edtech brands, Cambium Learning Group delivers innovative solutions and experiences that educators find simple and reliable. The company leverages technology, including artificial intelligence and machine learning, to support teachers and students, creating a future of confident and successful education. Cambium Learning Group is committed to making every learning moment count by helping educators and students feel seen, valued, and supported.

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

501 - 1000 employees

Founded 2000

📚 Education

☁️ SaaS

📋 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