Software Support Technician

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Reference: TES/AB19072019

Are you client focused and passionate about supporting remote users?

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Summary of Job:

This position requires a highly motivated and multifaceted individual to contribute to and be part of a proactive and client focused advanced technical team with a key responsibility of supporting remote users with varying levels of technical expertise. Individual must have web application support experience on Microsoft & Apple platforms with fine analytic and problem-solving skills to utilize in systems engineering tasks. Role will require individual to think both logically and out of the box to come up with optimum operational implementation to resolve escalated issues.  


Key Roles and Responsibilities:

  • Handle escalated cases to resolve advanced technical issues with users systems including network issues, proprietary systems, Adobe Connect, Zoom, audio conferencing platforms, general computer issues and other systems.
  • Maintain 90% ACD availability for incoming calls, chats, and emails.
  • Perform remote desktop support to assist end users in resolving issues.
  • Track and update troubles in ticketing system.
  • Strong understanding of troubleshooting and root cause analysis.
  • Requires independent thinking/problem solving skills and proven ability to prioritize and execute multiple tasks in a high pressure environment.
  • Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent excellent customer service.
  • Assist in the creation of knowledge and trainings for other support tiers and end users.
  • Ability to work with other groups to ensure collaboration.
  • Assist in creation of knowledge and training documentation to be used by other teams.
  • Assist in administering G-suite and other 2U technologies.
  • Perform all other duties as assigned by the departmental management.


Education and Experience: 

  •  Bachelor's Degree, and/or additional related college courses or professional training is preferred.
  • 2 plus years of internal or external technical service experience that supports troubleshooting of software apps.
  • Ability to work a flexible shift.
  • Ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change.
  • Excellent time management skills.
  • Operating system fundamentals, IP networking & Microsoft Windows & MAC Operating Systems.
  • Strong leadership and teamwork skills.
  • Ability to fully articulate complex technical solutions to non-technical people in a clear, concise manner.


Other attributes that will help you succeed in this role:

  • Prior knowledge of online learning technology
  • Prior experience in education
  • Mobile application support
  • Experience in SaaS support
  • Experience with SalesForce