[Hiring] Customer Tech Support @Benchmark Education Company LLC
Mar 30, 2025 - Benchmark Education Company LLC is hiring a remote Customer Tech Support. 💸 Salary: unspecified. 📍Location: USA.
Role Description
The Customer Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis.
- Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs).
- Provide empathetic and understanding support, addressing customer issues promptly and effectively.
- Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures.
- Conduct research and troubleshooting to provide first-contact resolution whenever possible.
- Escalate unresolved incidents to appropriate resolution groups.
- Track the status and progress of all open incidents and requests.
- Ensure a positive user experience throughout all customer interactions.
- Provide clear and concise answers to customers, guiding them through corrective steps.
- Confirm incident or service request resolution and closure.
- Follow up with customers to provide updates on open issues.
Qualifications
- 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 gather requirements and translate them into technical specifications.
- Strong oral and written communication skills.
- Ability to see issues through to resolution.
- Proven analytical and troubleshooting skills with proficiency in problem-solving and root cause analysis.
- Teaching or educational experience is a big plus.
- Experience with educational e-learning software is a big plus.
Requirements
- Empathetic: Want to genuinely help other people and understand their experiences.
- Emotional Intelligence: Capability of recognizing, controlling, and expressing one’s emotions and handling interpersonal engagements judiciously and empathetically.
- Internet Savvy: Understanding how the Internet, Cloud, and IoT function and the technology involved to keep it secure.
- Strong Communicator: Ability to document, translate, and clearly articulate ideas and information in an authentic way.
- Active listening skills are essential to effective communication.
- Master of Simplicity: Skillset to quickly assess a problem and present the simplest answer possible to resolve it.
- Growth Mindset: Inner drive for learning and growing, capable of adapting to changes in products, technology, and policies.
Company Description
Benchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many learning programs delivers all the rigor of its print counterpart and is designed for virtual and blended learning contexts.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 30, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
