Technical Support

Dawson

Columbus, OH

Expired: 6 days ago Applications are no longer accepted.

Job Description

Company Info

Job Description

Higher Education Technical Support

Publishing / Education

$17.50 per hour

6-month Contract with Potential to Extend

Starts June 28th, 2024

What the position offers:

Schedule: Monday-Friday 8am-8pm EST. (Must be available all hours but an 8hr shift will be assigned)
If hired on, the following benefits are offered:
- Excellent healthcare benefits
- PTO
- Tuition reimbursement
- Maternity or paternity leave
The opportunity to work for a company that’s over 100 years old and a company that prides itself on work/life balance and a unique, inclusive culture

What you’ll be doing:

Interact with customers via various channels such as phone, email, and online chat to actively walk customers through browser or CD-based issues using classroom teachings, product knowledge, or knowledge base
Respond to customer inquiries via phone, email, and chat
Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through applications, assisting with installations, troubleshooting issues, and performing testing as necessary to replicate issues
Document call contacts and details completely, and accurately following established processes and procedures in a CRM application
Actively manage open cases and tickets and ensure that all necessary follow-up is completed to provide resolution to meet department SLA’s
Ability to adapt to the technical knowledge level of the caller
Develop product knowledge documentation on assigned products, update shared knowledge base, and conduct training for other employees

Who we’re looking for:

Experience guiding customers through products, troubleshooting issues, and passing feedback to developers
Advanced problem-solving skills and ability to support all levels of customer technical aptitudes
Experience with managing tickets and cases from initial contact through to resolution
Understanding of operating systems, plug-ins, and common software downloads (e.g. Adobe)
Highly proficient with Microsoft Applications including Outlook, Excel, Word, and Access

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