remote
Technical Support Specialist - Follett Software, LLC
Software Engineer
Seeking a Technical Support Specialist to provide exceptional customer service and technical assistance for educational software. Responsibilities include troubleshooting, documentation, and collaborating with development teams.
About the role
Key Responsibilities
- Provide first-level technical support to customers via phone, email, and chat.
- Troubleshoot and resolve software and hardware issues for educational institutions.
- Document technical issues, solutions, and customer interactions in a ticketing system.
- Collaborate with development and QA teams to identify and resolve product bugs.
- Assist in the creation and maintenance of technical documentation and knowledge base articles.
- Escalate complex issues to senior support engineers or relevant departments.
Requirements
- Proven experience in a technical support or customer service role.
- Strong troubleshooting and problem-solving skills.
- Familiarity with SQL, Windows Server, and cloud computing concepts.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
Skills
customer supportsqlwindows server