Primary Support Representative

Job Responsibilities:

• 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

• Transcribing voicemails and documenting case details

• Report defects and feature requests to the development team

• Follow the documented escalation process to ensure customers receive high-quality support

• Responsibilities as part of the Customer Success Team:

• 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 a direct impact in making our customers successful through increasing their product understanding

Job Requirements:

• 2+ years of experience in customer service or technical support

• Demonstrated phone, chat, and email skills successfully supporting customers, particularly with technical questions.

• Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.

• Demonstrated resourcefulness and ability to research issues autonomously using internal knowledgebase

• 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) and solid attention to detail

• Demonstrated ability to work collaboratively

• Ability to work with customers at all levels of technical expertise and provide support accordingly

• Must be self-directed, proactive, and process-oriented

• Familiarity with case tracking and customer relationship management software. Expertise with Salesforce and Jira preferred.

To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/

An Equal Opportunity Employer

We 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, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.