Primary Product Support Representative

Primary Product Support Representative

Position 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, Remote

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

• Explaining reports and usage within Lexia Learning programs to customers

• Report defects and feature requests to development team

Responsibilities as part of the Customer Success Team: 

• Expert on all Lexia products, and latest hardware, software, and networking technologies

• 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 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 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 environment

• Ability to quickly learn new features and particulars of software applications

• Excellent communication skills (written and verbal)

• Demonstrated ability to work collaboratively 

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

• Must be self-directed and pro-active

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

• Ability to speak Spanish a plus

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