Job Overview:

The Technical Support Specialist provides customer technical support and service for all ExploreLearning products to ensure successful implementation and usage. As a product expert, the role serves as a primary contact for customer technical issues and works with other ExploreLearning personnel to identify, escalate and resolve issues.

Job Responsibilities:

• Provides effective and accurate technical support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner.

• Delivers higher-level customer and technical support by resolving issues personally, collaborating with other departments to resolve or escalating issues to appropriate other parties for resolution.

• Identifies, researches and resolves technical issues.

• Tracks, documents and reports customer issues and resolution activities.
  Identifies, develops and maintains standard responses for often-encountered technical issues and documentation gaps.

• Maintains a working knowledge of ExploreLearning products and associated platforms and system requirements.

• Supports special projects and other duties as assigned by the Customer Service Manager.

Job Requirements:

• Associate or Bachelor's degree that included technical courses of study preferred

• Excellent problem-solving, analytical, and technical skills

• Excellent written, oral communication, and listening skills

• Solid working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master, and describe new technology

• Ability to work well within a team and with a variety of others

• Good organizational and time management skills, with attention to accuracy and detail

• Ability to make independent decisions and proactively problem-solve

• Ability to work Flexible Hours as needed - team members may sometimes need to work PST hours

• Familiar with standard concepts, practices, and procedures within software industry

• Knowledge of computer networking technologies

• Knowledge of Salesforce and JIRA or similar program preferred

• Experience supporting Chromebook, Android preferred

Why Work With Us?

In addition to competitive salaries and generous benefits, ExploreLearning offers an exciting and dynamic working environment in which creativity, teamwork and professional growth are valued and rewarded. Our award-winning online programs bring engaging and effective instructional strategies to K-12 classrooms around the world. Over the course of the last 20+ years, we've received numerous awards from some of the worlds most respected education organizations, and were recently named one of the Best Places to Work in Virginia.

Our office is based in historic downtown Charlottesville, Virginia, located approximately 100 miles southwest of Washington, D.C., and consistently rated one of America's best places to live. The area offers a wide variety of business, cultural, historical, educational and sport-related attractions.

To learn more about our organization and the exciting work we do, visit us online.

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.