Key Responsibilities:
•\tProvide prompt and professional technical support to administrators, teachers, and caregivers, using our Schools products.
•\tDiagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking.
•\tAssist users with setting up and configuring devices, ensuring they meet all necessary requirements for our products.
•\tIdentify, analyze, and resolve technical problems by employing appropriate troubleshooting techniques.
•\tDocuments and track all support interactions, including issues reported and resolutions provided through Zendesk.
•\tCollaborate with the development team to report bugs, suggest improvements, and ensure timely resolution for issues.
•\tDevelop and maintain extensive knowledge for all our products, including new features and updates.
Qualifications:
•\tProven experience as a Technical Support Representative or similar role, preferable in an education technology environment.
•\tStrong knowledge of troubleshooting, device configuration and basic networking concepts.
•\tProficiency in using Zendesk and remote support tools.
•\tExcellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
•\tStrong problem-solving skills and the ability to work under pressure to meet deadlines.
•\tFamiliarity with various operating systems (Windows, macOS, iOS, Android, etc.) and web browsers.
•\tPatience, empathy, and a positive attitude when dealing with users of varying technical proficiency.
•\tAbility to work independently and as part of a team with a fast-paced environment.