Senior Remote Technical Support Specialist

Edmentum; Northern (KY); Hybrid; USD 38,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Time away program

Volunteer time away

Winter office closure

Job summary

Edmentum is a dynamic educator- and student-focused company delivering tech-enabled learning solutions. A Remote First organization, Edmentum seeks a Technical Support Specialist to deliver high-quality customer support across channels, troubleshoot complex issues, and act as a subject matter expert for the team.

The role emphasizes strong communication, professional interactions, and a commitment to customer satisfaction.

Qualifications

• 5+ years of experience in customer service, technical support, or administrative support in a contact center environment.
• High School Diploma or GED required.
• Associate or Bachelor’s degree preferred, or equivalent combination of education and work experience.
• Excellent verbal and written communication skills required.
• Proficient computer skills including proficiency in Microsoft Office (Outlook and MS Word) required.
• Experience with Salesforce, a plus.
• Ability to manage one's time and resources to ensure that work is completed efficiently.
• Strong technical troubleshooting and critical thinking skills.

Responsibilities

• Handle inbound and outbound customer interactions in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve escalated technical issues
• Serve as escalation point for technical issues beyond experience level of the Tier I team
• Follow all required scripts, policies, and procedures
• Manage strategic customer relationships (including priority customers)
• Comply with requirements surrounding confidential and personal information
• Utilize knowledge base and training to accurately answer customer questions
• Research systems to find information to assist the customer
• Accurately document and process customer issue and resolution in appropriate systems
• Coordinate with other departments to resolve issues as applicable
• Escalate customer issues to management for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Meet or exceed all metrics and performance measurements
• Participate in ongoing proprietary product training and certification programs
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Manage and execute assigned projects to enhance the customer experience within the organization
• Identify and provide preliminary solutions to customer trends and elevate to management elevated accounts and overall product issues
• Listen, gather, and analyze feedback from teams and report findings to Customer Support Management team
• Serve as subject matter expert to the Tier I team and provide coaching and feedback through effective communication to help meet individual and department goals
• Serve as a liaison to company leadership for strategic customer partnerships; anticipate problems and react accordingly to resolve them quickly and professionally
• Adhere to all attendance and work schedule requirements

Skills

Customer service

Technical support

Salesforce

Microsoft Office

Communication skills

Education

High School Diploma or GED

Associate/Bachelor’s degree preferred

Tools

Salesforce CRM

Job description

Edmentum is a dynamic educator- and student-focused company delivering tech-enabled learning solutions. A Remote First organization, Edmentum seeks a Technical Support Specialist to deliver high-quality customer support across channels, troubleshoot complex issues, and act as a subject matter expert for the team.

The role emphasizes strong communication, professional interactions, and a commitment to customer satisfaction.