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Tier 1 Customer Support Specialist 🔥


The Tier I Customer Support Specialist collaborates and coordinates with customers, Customer Success team members, and multiple Learning.com departments to provide phone, chat, and email-based remote technical and support assistance. The Tier I Customer Support Specialist is responsible for providing front-line, remote support for Learning.com customers. The successful Customer Support Specialist will be part of efforts to maximize department processes, team building, and customer tools. The Tier I Customer Support Specialist is responsible for providing customer service as well as technical support. The Tier I Customer Support Specialist helps the customer feel confident about product and service implementation, makes him/her feel comfortable asking questions, and helps the customer understand how to benefit most from the product. The Tier I Customer Support Specialist serves as the front-line contact with customers, and as a customer advocate (reporting bugs and service issues, putting in feature requests). The Tier I Customer Support Specialist collaborates with the Manager of Customer Support and other departments to provide input on developing and refining Learning.com products and services.

RESPONSIBILITIES:

  • Provide Tier I customer service/technical support and assist with implementation tasks including uploads, database clean-up, etc.
  • Work directly with customers through email, phone, and other methods to identify and diagnose support issues
  • Leverage internal resources and teammates to function as "expert" within department on specific products and services
  • Document all customer contact within Customer Relationship Management too (CRM)
  • Relay customer feedback to proper channels
  • Communicate and escalate potential and real systemic issues to the Tier II Customer Support Specialist for further investigation and resolution
  • Support Sales Team members and provide backup support for Customer Success Managers and other Learning.com stakeholders, as necessary
  • Notify appropriate sales representatives of up-sell opportunities
  • Prepare or assist in preparation of written materials (e.g., reports, memos, letters, updated specifications, etc.) for the purpose of documenting bugs, changes to software, service interruptions, or additions to technical guides
  • Collaborate with Customer Support Team to ensure department goals are met
  • Other duties as assigned

SUPERVISORY RESPONSIBILITIES: Individual contributor

QUALIFICATIONS:

  • High school diploma, general education degree or equivalent required
  • Minimum of one-year experience in customer services / support / relations role
  • Must have a working knowledge of Microsoft Office products
  • Must be willing to follow Learning.com's customer service principles and practices
  • Excellent phone and customer relations skills
  • Strong organization skills
  • Must have a working knowledge of technology and is able to quickly adapt to new technologies
  • Excellent writing, speaking, and presentation skills
  • Must be able to adhere to privacy policies and provide confidential/secure support
  • Ability to meet deadlines while managing multiple priorities
  • Must be able to work as early as 5 am, Monday-Friday to accommodate Eastern Time Zone

LOCATION: Portland, Oregon

WORKING CONDITIONS:

Work involves talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.

GENERAL INFORMATION:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to this job at any time.

Learning.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, Veteran or disability status.

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