Primary Support Representative page is loaded Primary Support Representative Apply locations Remote time type Full time posted on Posted Yesterday job requisition id REQ-3372 Job Responsibilities: Provides technical support to customers via phone, chat, email, and other channels
Educating teachers and administrators on how to use Lexia Learning products
Create and update cases with customer inquiries via Salesforce
Troubleshoot application and access issues for customers as needed
Transcribing voicemails and documenting case details
Report defects and feature requests to the development team
Follow the documented escalation process to ensure customers receive high-quality support
Responsibilities as part of the Customer Success Team:
Continually improves technical knowledge and service skills
Continually improves company knowledge of products and services
Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
Has a direct impact in making our customers successful through increasing their product understanding
Job Requirements: 2+ years of experience in customer service or technical support
Demonstrated phone, chat, and email skills successfully supporting customers, particularly with technical questions.
Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.
Demonstrated resourcefulness and ability to research issues autonomously using internal knowledgebase
Comfortable in a fast-paced and changing environment
Ability to quickly learn new features and particulars of software applications
Excellent communication skills (written and verbal) and solid attention to detail
Demonstrated ability to work collaboratively
Ability to work with customers at all levels of technical expertise and provide support accordingly
Must be self-directed, proactive, and process-oriented
Familiarity with case tracking and customer relationship management software. Expertise with Salesforce and Jira preferred
To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/
An Equal Opportunity Employer We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability. About UsSimplicity - Across all our teams and all areas of our business, we create simplicity, making things easier and more clear for all those we work with.
Certainty - We continually strive to eliminate doubt, delivering solutions, services and communications that our customers know they can count on.
Now - We understand the need to make a difference not only for the future, but for today, and our people are committed to making the most of each moment we spend serving our customers.
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