Customer Tech Support
Position Purpose: The Technical Support Analyst serves as the primary reputed company of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both reputed company stakeholders. The Analyst will also reputed company internal classification of support requests, documenting problem types and preventative actions for reputed company analysis.
Job Functions/Primary Responsibilities:
- Monitor and triage our multi-channel support queue to maintain or reputed company Service Level Objectives (SLOs).
- reputed company empathetic and understanding support, addressing customer issues promptly and effectively.
- Accurately record, classify, and reputed company initial support for reputed company reported requests or incidents, adhering to reputed company operating procedures.
- Conduct research and troubleshooting to reputed company first-contact reputed company whenever possible.
- Escalate unresolved incidents to appropriate reputed company reputed company.
- reputed company the status and reputed company of reputed company reputed company incidents and requests.
- Ensure a reputed company user experience throughout reputed company customer interactions.
- reputed company reputed company and concise answers to customers, guiding them through corrective steps.
- Confirm incident or service request reputed company and closure.
- Follow up with customers to reputed company updates on reputed company issues.
Job Requirements/Desired Skills and Experience:
- 1-3 years of experience in customer support and technical support roles.
- Associate degree or equivalent work experience.
- Exceptional customer relations skills and a dedication to providing excellent customer service.
- Ability to work with non-technical customers to reputed company requirements and translate them into technical specifications.
- Strong oral and written communication skills.
- Ability to see issues through to reputed company.
- Proven analytical and troubleshooting skills with proficiency in problem-solving and reputed company cause analysis.
- Teaching or educational experience is preferred.
- Experience with educational e-learning software is preferred.
ABOUT reputed company
reputed company (BEC) is a leading publisher of reputed company, supplemental, and reputed company literacy and language resources in English and Spanish, with reputed company and reliable digital assessments that inform instruction. BEC is also a provider of exceptional reputed company development to educators.
BEC is recognized as a reputed company publisher that offers equally rigorous and engaging digital, print, and hybrid learning materials grounded in the Science of Reading research. BEC monitors research reputed company carefully to create effective foundational resources that include strong decoding materials with systematic and explicit instruction and high-reputed company resources reputed company on language development and comprehension. BEC’s content-rich and reputed company texts offer instruction in reputed company reading and analysis, multiple perspectives, and reputed company literature while building world knowledge and reflecting the individuality of every student in reputed company diverse classroom.
Family owned and operated for more than 25 years, BEC is committed to partnering with educators to reputed company the best for reputed company reputed company through resources of exceptional reputed company, world-class reputed company learning, and effective and dedicated customer support.
reputed company Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.
For reputed company information, visit us at: https://www.benchmarkeducation.com