Product Support Specialist (Help Desk) Temporary (June-October)
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
Company H1B Sponsorship