Job Summary

Provide high-quality and accurate resolutions to customers under stipulated policies and procedures, by answering general inquiries and offering solutions, to make sure that objectives set by the client are met successfully. To help customers by providing technical assistance, rostering support, product guidance, and training to customers.

Skills/Knowledge/Abilities Provide customer support and technical issue resolution via email, phone, Chat, and other electronic media. Communicate and listen to the needs of customers to help them find solutions for their product and technological challenges. Provide guidance/training to customers in the use of all online products. Troubleshoot issues, determine cause, provide resolution and/or workaround, and document activity. Becoming proficient in all online products Escalating technical and/or application issues when necessary Creating and updating procedures and technical documents in i-Knowledge base Communicate with Operation Managers, Account Specialists, and Sales Reps to solve customer issues. Demonstrate an empathetic, patient, and receptive attitude with customers experiencing product and technical support needs. Ensure customers have a positive experience as they begin and progress through their academic year. Perform in-depth technical troubleshooting when students/teachers/administrators/enrollments are not rostering as expected. Respond to email-based support tickets to meet a target SLA of 24 hours. Respond to phone escalations in a timely, and professional manner. Work closely with the Partner Success team to ensure that customer data is integrating smoothly into the i-Ready platform, by proactively monitoring nightly data syncs and entity failures to resolve roster issues before they are raised by educators. As well as assisting with account and reporting configurations where required. Participate in a continuous improvement process to identify and deliver new tools, technologies and processes that transform our service delivery framework. Navigate various data platforms (Clever, Class Link, Infinite Campus, etc.) to troubleshoot data feed issues. Successfully manage the high-volume workload experienced during our back-to-school season. Take care of any other task required by your immediate supervisor.  Primary Job Responsibilities Provide customer support and technical issue resolution via email, phone, Chat, and other electronic media. Communicate and listen to the needs of customers to help them find solutions for their product and technological challenges. Provide guidance/training to customers in the use of all online products. Troubleshoot issues, determine cause, provide resolution and/or workaround, and document activity. Becoming proficient in all online products Escalating technical and/or application issues when necessary Creating and updating procedures and technical documents in i-Knowledge base Communicate with Operation Managers, Account Specialists, and Sales Reps to solve customer issues. Demonstrate an empathetic, patient, and receptive attitude with customers experiencing product and technical support needs. Ensure customers have a positive experience as they begin and progress through their academic year. Perform in-depth technical troubleshooting when students/teachers/administrators/enrollments are not rostering as expected. Respond to email-based support tickets to meet a target SLA of 24 hours. Respond to phone escalations in a timely, and professional manner. Work closely with the Partner Success team to ensure that customer data is integrating smoothly into the i-Ready platform, by proactively monitoring nightly data syncs and entity failures to resolve roster issues before they are raised by educators. As well as assisting with account and reporting configurations where required. Participate in a continuous improvement process to identify and deliver new tools, technologies and processes that transform our service delivery framework. Navigate various data platforms (Clever, Class Link, Infinite Campus, etc.) to troubleshoot data feed issues. Successfully manage the high-volume workload experienced during our back-to-school season. Take care of any other task required by your immediate supervisor.