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Customer Tech Support (REMOTE)

Company: Benchmark Education Co
Location: New Rochelle
Posted on: May 11, 2022

Job Description:

**This position can be REMOTE**Role Description:This position would provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems. They would respond to telephone calls, email, chats, and ticket requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Job Functions/Primary Responsibilities:Handle inbound service requests or incidents reported via phone, chat, e-mail, or ticket system.Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.Performs research and follows troubleshooting steps to provide first call resolution.Routing requests to resolution groups when incidents are not resolved during initial support.Monitor the status and progress towards resolution of all open incidents.Provides a positive customer experience during the duration of any client engagements or interactions.Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.Ensures resolution confirmation and closure of incidents and service requests.Follows up with the client to provide updates on open issues.Job Requirements/Desired Skills and Experience:One to three years in customer support, technical support, help desk or service desk experience.Associate degree or equivalent work experience.Must have exceptional customer relations skills and a commitment to excellent customer service.Ability to understand software systems and how clients use them.Ability to work with non-technical clients to gather business requirements and translate into technical specifications.Excellent oral and written communication skills. Requires tactful, continual, and effective oral communications with customers. Requires extensive, clear, and timely written documentation of issue statuses and reports.Experience supporting enterprise level, secure Web applications.Ability to see issues through to resolution. Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.Familiarity and/or experience with software development and build processes.Key Competencies:Empathetic: Want to genuinely help other people. Have the willingness to understand another person's experience and see it through their eyes.Emotional Intelligence: Capability of recognizing, controlling, and expressing one's emotions and how to handle interpersonal engagements judiciously and empathetically.Internet Savvy: Knowing how the Internet, Cloud, and IoT functions and the technology involved to make it work and keep it secure.Strong Communicator:Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way. Active listening skills are also essential to effective communication.Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.Growth Mindset: The inner drive for learning and growing. As products, technology, and policies will change over time, the individual must be capable of growth and change as well.About UsBenchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many online and hybrid learning programs delivers all the rigor of its print counterpart and is designed for remote and blended learning contexts.We are experiencing high growth and we welcome you to apply and join our team!Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.(Our Diversity has increased 47% in 2021!)For further information, visit us at:https://www.benchmarkeducation.com EDUCATION BENEFITS OVERVIEWBenefits- Health Insurance - Dental & Vision - Disability Insurance - Life Insurance - Wellness Programs - 401K Discretionary 25% Match!- Paid Time Off - Paid Vacation - 11 Paid Holidays a Year - Paid Sick Days - Discretionary Annual Bonus - Family Medical Leave - Maternity/Paternity Leave - Flexible Spending Account (FSA) - Employee Referral BonusCompany Culture, Perks & Discounts- Flex work schedule - Casual Dress - Commuter Benefits - Paid Parking- Company Outings - Free Snacks - Catered Events - Game Room - Paid Parking - Pet Friendly - Holiday Events - Happy Hours/Beer on Tap- Sports Leagues - Art Exhibitions - Remote Work Program* - Paid TechnologyDiversity- Dedicated diversity/inclusion staff - Documented equal pay policy- Diverse management team - Unconscious bias training- Diversity employee resource groups - Hiring practices promoting diversityProfessional Development- Continuing Education stipend - Cross functional training- Job Training & Conferences - Tuition Reimbursement- Paid Industry Certifications - Paid InternshipsBenchmark Education Company policy requires all employees who are working onsite to provide proof of vaccination prior to employment*NO AGENCIES PLEASE

Keywords: Benchmark Education Co, New Rochelle , Customer Tech Support (REMOTE), Other , New Rochelle, New York

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