Primary Product Support Representative

Overview Primary Product Support RepresentativePosition Overview:The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and able to balance multiple tasks. Hours are full-time, Monday through Friday.Location: USA, RemoteResponsibilities Provides technical support to customers via phone, chat, email, and other channelsEducating teachers and administrators on how to use Lexia Learning productsCreate and update cases with customer inquiries via SalesforceTroubleshoot application and access issues for customers as neededExplaining reports and usage within Lexia Learning programs to customersReport defects and feature requests to development teamCustomer Success Team Responsibilities Expert on all Lexia products, and latest hardware, software, and networking technologiesContinually improves technical knowledge and service skillsContinually improves company knowledge of products and servicesWorks closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customersHas direct impact in making our customers successful through increasing their product understandingJob Requirements 2+ years of experience in customer service or technical supportDemonstrated 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 environmentAbility to quickly learn new features and particulars of software applicationsExcellent communication skills (written and verbal)Demonstrated ability to work collaborativelyAbility to work with customers at all levels of technical expertise and provide support accordinglyMust be self-directed and pro-activeFamiliarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferredAbility to speak Spanish a plusEqual Opportunity An Equal Opportunity EmployerWe are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.#J-18808-Ljbffr