Primary Product Support Representative

Cambium Learning Group; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading education company is seeking a Primary Product Support Representative to provide technical support and assistance to customers using Lexia Learning products. The ideal candidate will have strong communication skills and be experienced in customer service, ensuring a positive client experience. This is a full-time position based remotely.

Qualifications

• 2+ years of experience in customer service or technical support is required.
• Ability to work with customers at all technical levels.
• Experienced in supporting Software as a Service and related technologies.

Responsibilities

• Provides technical support to customers via multiple channels.
• Educates users on Lexia Learning products.
• Troubleshoots application and access issues.

Skills

Excellent communication skills

Customer focus

Technical support

Collaboration

Tools

Salesforce

Jira

Job description

Primary Product Support Representative page is loaded

Primary Product Support Representative

Apply locations Concord, MA Remote time type Full time posted on Posted 30+ Days Ago job requisition id REQ-803

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.

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Customer Support Representative

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With an intentionally curated portfolio of respected global brands, Cambium serves as a leader in the education space, helping millions of educators and students feel more universally valued each and every day. In everything we do and across all our brands, we focus on the elements that are most essential to the success of education

Our family of companies includes:

• Cambium Assessment

As a group, we value:

Simplicity - Across all our teams and all areas of our business, we create simplicity, making things easier and more clear for all those we work with.

Certainty - We continually strive to eliminate doubt, delivering solutions, services and communications that our customers know they can count on.

Now - We understand the need to make a difference not only for the future, but for today, and our people are committed to making the most of each moment we spend serving our customers.