Technical Support Specialist

WHO WE ARE Edmentum is a dynamic educator and student-focused company dedicated to tech-enabled learning solutions. Our goal is to ensure that all students have access to flexible learning environments and educators have the tools they need to support their students. We are on a mission to create innovative, proven learning technology, partnering with educators to ignite student potential. We are a Remote First organization with a strong commitment to excellence, innovation, and customer satisfaction. SUMMARY : The Technical Support Specialist position requires an elevated understanding of all Edmentum products, how they function and how they are implemented. They will deliver high quality customer support across different communication channels according to defined procedures, respecting quality and time. This will include assisting with troubleshooting complex issues customers may experience with Edmentum products. In addition, the Technical Specialist role will be a subject matter expert for their team and will work directly with employees to understand trends, enhance troubleshooting processes, and overcome challenges. A successful candidate is an excellent communicator, enjoys solving problems and has a passion for customer service. Their ability to interact professionally and expeditiously with customers is of the upmost importance. This position is responsible for ensuring customer satisfaction at all levels. What You’ll Do • Handle inbound and outbound customer interactions in a courteous, timely, and professional manner • Listen to customers, understand their needs, and resolve escalated technical issues • Serve as escalation point for technical issues beyond experience level of the Tier I team • Follow all required scripts, policies, and procedures • Manage strategic customer relationships (including priority customers) • Comply with requirements surrounding confidential and personal information • Utilize knowledge base and training to accurately answer customer questions • Research systems to find information to assist the customer • Accurately document and process customer issue and resolution in appropriate systems • Coordinate with other departments to resolve issues as applicable • Escalate customer issues to management for resolution as needed • Ensure first call resolution through problems solving and effective call handling • Meet or exceed all metrics and performance measurements • Participate in ongoing proprietary product training and certification programs • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes • Manage and execute assigned projects to enhance the customer experience within the organization • Identify and provide preliminary solutions to customer trends and escalate to management elevated accounts and overall product issues • Listen, gather, and analyze feedback from teams and report findings to Customer…