This position may work in the Lessonly office in Indianapolis, IN or remotely from any of the following states: Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Missouri, Minnesota, North Carolina, Ohio, Alabama, Texas, Virginia or Washington.
We are a tight-knit group with diverse backgrounds who value our culture. Individually, we strive to be humble, hungry, and people-smart. As a team, we put learners first. We share before we are ready, ask clarifying questions, highlight what's working, have difficult conversations, get agreements, and make time for life. These aren't just slogans we put on the wall. We love and live by our culture.
This is a vital position on our technical support team, which provides solutions to the Lessonly Customer Support Team. This role's ideal person will have 1-2 years of technical support experience at a software company and a strong desire to work in customer support or a background in software testing and interest in an opportunity to step into a technical support role.
Software Support Specialists serve primarily to address technical issues relating to software implementation, function, and upgrades. They handle customer escalations and create product troubleshooting documentation to empower our internal Customer Support team. Software Support Specialists work closely with engineering squads made up of software engineers, quality assurance engineers, product management, and product designers as needed when resolving technical issues.
To succeed as a Software Support Specialist, you must demonstrate strong analytical and critical thinking, troubleshooting, and problem-solving skills. You will also need to exercise excellent verbal and written communication, active listening, prioritization, organization, attention to detail, and customer service skills. The ability to work within teams, as well as independently, is important in this role. In addition to these important skills, Software Support Specialists must be able to do the following:
Learn Lessonly products and services inside and out.
Address customer concerns and issues regarding software implementation and operation.
Triage tickets within our customer support ticketing system and escalate accordingly.
Document troubleshooting steps and support processes.
Oversee and follow-up on open customer issues.
Develop healthy working relationships through professional and dependable interactions.
Offer proactive communication with our internal Customer Support team and stakeholders.
Communicate technical concepts and solutions clearly (verbally and in writing) to individuals with varied technical backgrounds and skill levels.
Must be available periodically during holidays and outside of regular working hours.
Empower our customers by proactively identifying problems and proposing solutions that add value and ease of use to our platform.
June 4, 2021