Technical Support Advocate Tier 2 job description

Overview

At Savvas, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it's one child in our own backyard or an education community across the globe.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology - and each other to surpass these boundaries - we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.

Savvas is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Responsibilities

Technical Support Advocate Tier 2 is a part of the Savvas Customer Care - Technical Support team. This position devotes a majority of their time addressing complex technical transactions (escalations from Tier 1 and 2 representatives) along with high profile customer interactions. The balance of time is spent assisting Tier 1 and 2 representatives with real-time issues along with mentoring and coaching on customer satisfaction and issue management along with special projects, as assigned. The candidate should have excellent communication skills along with a strong technology background. The position is viewed as a leader within the Customer Care organization and the candidate should have leadership qualities. It is expected the candidate will stay on top of the latest technology enhancements and is always looking to the future for ideas to enhance our product offerings.

The Responsibilities include but are not limited to the following:

• Handling internal escalations across multiple platforms and products
• Providing real-time mentoring and coaching of Tier 1 and 2 agents
• Create and document knowledge within the KnowledgeBase whenever there is a gap.
• Deliver technical trainings to Tier 1 and 2 Technical Support
• Represent Technical Support in product meetings.
• Review technical release documents for accuracy and applicability.
• Test, evaluate, and reproduce defects reported and escalate to Product Management
• Proactively evaluating internal data sets and customer configurations for BTS season
• Other duties and projects as assigned.

Qualifications

• Experience supporting multiple key platforms and integrations such as Savvas Realize, SuccessNet, EasyBridge, Google Classroom, and SuccessMaker
• Preferred experience utilizing Development Systems of Record such as JIRA and/or Rally.
• Preferred three to five years of experience in efficiently resolving technical customer interactions.
• Excellent oral and written communication skills, with an ability to tailor communications to all audiences
• Flexible team player with a positive "can-do" attitude
• Ability to work collaboratively with cross-functional/cross-company teams.
• Proficient with setup, configuration, and troubleshooting PC, Mac, and mobile computer hardware.
• Proficient with Windows and Mac desktop operating systems and Browsers
• Working knowledge of Google Suite and/or Microsoft Office Applications such as Gmail, Docs, Sheets, Excel, Word, and PowerPoint
• Working knowledge of Web technologies like Content Web Filtering devices and Proxies
• Advanced customer-service skills related to customer satisfaction de-escalation.
• Exceptional demonstrated coaching and mentoring skills.
• Strong time management skills