Technical Support Representative

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Folio Collaborative

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Faculty/Staff Career Management and Conversation Training

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Description

•Folio is seeking a Technical Support Representative. •Provide technical support to school-based users by diagnosing and resolving issues. •Create knowledge base resources like FAQs and troubleshooting guides.

Requirements

•Support school-based customers with varying degrees of technical skills within the myFolio Platform. •Diagnose and resolve customer issues across various channels such as email, phone, or chat in response to support requests. •Manage and track technical support requests in HubSpot, ensuring that all customer interactions are documented and issues are resolved promptly and accurately. •Document and create knowledge base articles, FAQs, and troubleshooting guides to assist users in resolving common issues. •Provide technical support to set up new users and onboarding schools within the myFolio platform, including new school site setup. •Provide technical training to members upon requests. •Monitor and maintain the bug report and tracking by ensuring all issues are captured in HubSpot and ClickUp. •Collaborate with all members of the Folio team to address customer needs and escalate issues when necessary for appropriate resolution. •Participate in testing new features prior to deployment as part of the quality assurance process for our customers. •Create and update standard operating procedures for technical support processes. •Provide technical support to Folio team members, assisting with troubleshooting and resolving their technology-related issues to ensure smooth daily operations. •Support the setup and configuration of HubSpot to streamline working with customers, including creating workflows, managing contact lists, tracking campaigns, and ensuring data accuracy for effective operations. •Prepare reports on account status and maintain and update technology systems related to Folio team work, including Google Suite, HubSpot, Notion, Slack, and Pendo.

Benefits

•Salary range - $38,500-$50,000 •Health Care Plan (Medical) •Life Insurance (Basic, Voluntary & AD&D) •Paid Time Off (Vacation, Sick & Public Holidays) •Short Term & Long Term Disability