Remote Technical Product Support Specialists

Overview

Employer Industry: Higher Education Technology

Why consider this job opportunity:

• Salary up to $63,800
• Comprehensive health care coverage at affordable rates
• Generous paid leave time and 10 paid holidays per year
• 50% tuition reduction for employee, spouse, and dependent children
• Growth and professional development opportunities
• Flexible work arrangement with hybrid remote options

• Provide mid-level technical product support to customers via calls, emails, live chat, and video
• Investigate escalated issues and gather additional information from customers
• Update incident logs and convey customer feedback to product development teams
• Escalate complex technical issues to product support engineers or management as needed
• Conduct important work under minimal supervision with independent judgment

• Bachelor's degree (or equivalency) plus 6 years of directly related work experience, or a master's (or equivalency) plus 4 years
• 1 year of higher education can be substituted for 1 year of directly related work experience
• Advanced knowledge of the organization's products and services
• Proven ability to handle complex technical product-related issues
• Experience in a technical support role with excellent communication skills

• Experience with ITIL frameworks, including incident, problem, and change management processes
• Ability to apply ITIL principles to improve service delivery and enhance user experience