Description

Do you enjoy helping others and solving problems? Join our team as a Customer Support Specialist II and provide support and a high-quality experience to our customers.

Your work will include:

• Providing technical and customer support via phone, email, and video.
• Providing answers to customers by identifying problems, researching answers, and guiding customers through corrective steps.
• Collaborating with departments to create supporting documents, articles, and videos to be utilized in trainings, Help Center, for Pendo Guides and Salesforce templates with a focus on content.
• Documenting issues and resolutions accurately within SalesForce and Jira.
• Collaborating with Commercial Analyst on audit needs.
• Managing, creating, and updating Customer Support articles.
• Tracking, reporting, and advocating on tier 1 and 2 trends.
• Providing tier 1 and 2 updates during weekly support meeting.
• Completing assigned projects as needed.
• Working with customers on providing administrator access to data.
• Supporting in the setup of digital access and integrations with learning management systems.
• Providing weekly, quarterly, and other reports as needed to assess needs and provide feedback.
• Meeting monthly KPI goals.

All Our Team Members:

• Possess exceptional listening, writing, and presentation skills
• Are resourceful and motivated to ask questions and solve problems
• Manage their time effectively
• Demonstrate commitment to product success with integrity, a strong work ethic, professionalism, and a team-oriented attitude

Benefits

• Open PTO plan that encourages employees to take at least 5 weeks per year
• 10 paid holidays
• Paid Leave
• Medical, Dental, and Vision insurance
• Flexible work schedules
• Tuition & certification reimbursement for full-time employees
• 401(k) with employer match
• Healthy Lifestyle Program reimbursement of up to $360 per year for gym memberships, fitness classes, or other wellness activities

Leading the market with over five million student users each year, Larson Texts, Inc. and its subsidiary Big Ideas Learning, LLC produce mathematics education materials for kindergarten through college calculus. For more than 45 years, we have been deeply committed to providing innovative and coherent products that inspire students and teachers and empower them to achieve greatness.

We are an Equal Opportunity Employer, and are committed to creating a diverse and inclusive company culture that does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at HumanResources@larsontexts.com.

Apply at www.larsontexts.com/careers.

Qualifications

• Associate or bachelor's degree in computer science, MIS, or related field preferred.
• 1 years of customer service and technical support experience.
• Experience with Microsoft Office suite, Windows and Apple operating systems, and web browsers.
• Excellent understanding of computer systems and equipment.
• Excellent troubleshooting, problem-solving, and critical thinking skills.
• Strong verbal and written communication skills.
• Strong customer service and conflict resolution skills.
• Ability to handle a heavy workload, stay organized, and multi-task.
• Product and market knowledge helpful.