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

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.