Hybrid Digital Support Specialist

Capstone; Mankato (MN); Hybrid; USD 57,308,000 - 63,039,000; Full time

Job summary

Capstone is seeking a Digital Support Representative to assist customers with digital products, troubleshoot issues, and process orders. The role blends technical troubleshooting with order entry and day-to-day support, with emphasis on delivering a seamless customer experience.

This hybrid position is based out of our North Mankato, MN office, with a requirement to work from the designated office at least two days per week. Travel is approximately 5% and benefits are provided.

Qualifications

• Associate degree in computer science, information technology, or a related field, or equivalent experience.
• Experience providing customer service or technical support for a digital or technology-based product.
• Strong customer service, communication, and problem-solving skills; ability to explain technical information clearly.
• Experience with spreadsheets, databases, and order entry or customer account systems.
• Self-motivated, detail-oriented, able to multitask in a fast-paced environment; patient and solutions-focused.
• Experience with EdTech integrations (SSO, Clever, ClassLink, Google Classroom) and supporting international customers.

Responsibilities

• Troubleshoot problems for internal and external users of Capstone products.
• Provide direct customer assistance via phone, email, chat, webinar, and social media.
• Process orders and returns accurately and efficiently.
• Use a secure lab to diagnose and replicate end-user technical issues.
• Support product integrations with partners and third-party providers.
• Maintain a technical knowledge base and assist Capstone sales teams.
• Provide training to team members and facilitate communication on issues and events.
• Contribute to operational process development (knowledge management, change management, incident management).
• Escalate issues to appropriate groups in a timely manner.
• Provide feedback to customers, partners, and internal Capstone teams; track incidents with a ticketing system.

Skills

Customer service

Technical support

Problem solving

Communication

Order entry systems

Multitasking

EdTech integrations

International support

Education

Associate degree in computer science or IT

Tools

SSO (Single Sign-On)

Clever

ClassLink

Google Classroom

Job description

Capstone is seeking a Digital Support Representative to assist customers with digital products, troubleshoot issues, and process orders. The role blends technical troubleshooting with order entry and day-to-day support, with emphasis on delivering a seamless customer experience.

This hybrid position is based out of our North Mankato, MN office, with a requirement to work from the designated office at least two days per week. Travel is approximately 5% and benefits are provided.