Product Support Specialist (Help Desk) Temporary (June-October)

ClassLink is a company dedicated to making learning accessible and engaging for students and educators. As a temporary Product Support Specialist, you will provide technical assistance to end-users and ensure that ClassLink products meet customer expectations through troubleshooting and support.

Responsibilities

• Provide first-level technical support to customers via phone, live chat, email, and remote sessions
• Troubleshoot technical issues with ClassLink products and services
• Monitor and manage support tickets in our ticketing system, ensuring timely resolution and accurate documentation
• Escalate unresolved issues to appropriate internal teams and follow up until resolution is achieved
• Maintain accurate and up-to-date records of customer interactions and issue resolution in the company's CRM system
• Continuously improve customer satisfaction by actively seeking feedback and working to implement solutions that meet their needs

Skills

• You are a customer-focused individual with a passion for solving problems
• You have excellent communication skills and are able to explain technical concepts to non-technical audiences
• You have strong analytical skills and are able to troubleshoot complex technical issues
• You have a strong attention to detail and are able to maintain accurate records of customer interactions and issue resolution
• You are a team player who enjoys collaborating with others to achieve common goals
• Associate's or Bachelor's degree in Information Technology or a related field preferred
• 1+ years of experience in technical support or customer service
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
• Experience using support ticketing systems and CRM software is a plus

Benefits

• 401(k) with 0.5:1 company match
• Comprehensive Health Coverage: Medical, dental, and vision plans
• Company-paid life, short-term disability, and long-term disability, plus voluntary options including supplemental life, accident, and pet insurance

Company Overview

Company H1B Sponsorship