Product Support Specialist (Help Desk) Temporary (June-October)

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

ClassLink is a company dedicated to making learning accessible and engaging for students and educators. As a temporary Product Support Specialist, you will provide technical assistance to end-users and ensure that ClassLink products meet customer expectations through troubleshooting and support.

Responsibilities

Provide first-level technical support to customers via phone, live chat, email, and remote sessions
Troubleshoot technical issues with ClassLink products and services
Monitor and manage support tickets in our ticketing system, ensuring timely resolution and accurate documentation
Escalate unresolved issues to appropriate internal teams and follow up until resolution is achieved
Maintain accurate and up-to-date records of customer interactions and issue resolution in the company's CRM system
Continuously improve customer satisfaction by actively seeking feedback and working to implement solutions that meet their needs

Skills

You are a customer-focused individual with a passion for solving problems
You have excellent communication skills and are able to explain technical concepts to non-technical audiences
You have strong analytical skills and are able to troubleshoot complex technical issues
You have a strong attention to detail and are able to maintain accurate records of customer interactions and issue resolution
You are a team player who enjoys collaborating with others to achieve common goals
Associate's or Bachelor's degree in Information Technology or a related field preferred
1+ years of experience in technical support or customer service
Strong problem-solving and troubleshooting skills
Excellent communication and interpersonal skills
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
Experience using support ticketing systems and CRM software is a plus

Benefits

401(k) with 0.5:1 company match
Comprehensive Health Coverage: Medical, dental, and vision plans
Company-paid life, short-term disability, and long-term disability, plus voluntary options including supplemental life, accident, and pet insurance

Company Overview

ClassLink designs and develops application servers and solutions for K-12 school districts. It was founded in 1998, and is headquartered in Clifton, New Jersey, USA, with a workforce of 51-200 employees. Its website is http://www.classlink.com.

Company H1B Sponsorship

ClassLink has a track record of offering H1B sponsorships, with 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.

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