Primary Product Support Representative

Cambium Learning Group; Concord (MA); Remote; USD 40,000 - 70,000; Full time

Job summary

A forward-thinking company is seeking a passionate Primary Product Support Representative to join its Customer Success Team. This full-time role involves providing exceptional technical support to educators and administrators, ensuring they can effectively use innovative learning products. Ideal candidates will have a strong background in customer service, excellent communication skills, and the ability to thrive in a fast-paced environment. Join a dynamic team dedicated to enhancing customer experiences and driving product understanding, making a real impact in the education sector.

Qualifications

• 2+ years of experience in customer service or technical support.
• Excellent communication skills and ability to work collaboratively.

Responsibilities

• Provides technical support to customers via phone, chat, and email.
• Educates users on Lexia Learning products and troubleshooting issues.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Collaboration

Salesforce

Jira

Spanish Language

Tools

Salesforce

Jira

Job description

Thank you for sharing your interests! Here at Cambium, we are always looking for passionate, talented people to join the team. If you have searched our current openings and haven't been able to find a position that fits, we'd still love to hear from you! Please take a look at the below and fill out an application here. As soon as we have a similar opening that fits your skill set, we will reach out. We look forward to learning your interests!

Primary Product Support Representative

Position Overview:

The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and able to balance multiple tasks. Hours are full-time, Monday through Friday.

Location:USA, Remote

Job Responsibilities:

• Provides technical support to customers via phone, chat, email, and other channels

• Educating teachers and administrators on how to use Lexia Learning products

• Create and update cases with customer inquiries via Salesforce

• Troubleshoot application and access issues for customers as needed

• Explaining reports and usage within Lexia Learning programs to customers

• Report defects and feature requests to development team

Responsibilities as part of the Customer Success Team:

• Expert on all Lexia products, and latest hardware, software, and networking technologies

• Continually improves technical knowledge and service skills

• Continually improves company knowledge of products and services

• Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers

• Has direct impact in making our customers successful through increasing their product understanding

Job Requirements:

• 2+ years of experience in customer service or technical support

• Demonstrated phone and email skills successfully supporting customers, particularly with technical questions. Chat experience is a plus.

• Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops.

• Comfortable in a fast paced and changing environment

• Ability to quickly learn new features and particulars of software applications

• Excellent communication skills (written and verbal)

• Demonstrated ability to work collaboratively

• Ability to work with customers at all levels of technical expertise and provide support accordingly

• Must be self-directed and pro-active

• Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred

• Ability to speak Spanish a plus

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.