Technical Support Specialist - Scantron : Job Details

POSITION SUMMARY

Do you thrive on the challenge of dealing with various software platforms and in solving complex issues? Scantron is seeking a motivated, friendly, collaborative individual who has superb customer service skills. Solving weird and interesting technical problems with your teammates. Composing elegantly written and helpful responses to questions and skillfully documenting them for your colleagues so everyone can benefit for the next one. These are just a few of the things that make our Technical Support Specialists truly remarkable. And we are looking for additional members of this diverse, high-performing team to work closely with clients using a cloud-based software-as-a-service platform supporting Higher Education, Commercial and Government customers.

Essential Responsibilities

· Deep dive on client-reported blockers to identify workarounds and test technical solutions that meet client goals

· Troubleshoot technical and data-centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems

· Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions

· Leverage knowledge base articles to “teach clients how to fish”, and identify opportunities for reusable content

· Serve as technical advisor and product advocate; thoughtfully considering customer needs to arrive at a best solution

· Provide application support relating to software functionality, incident resolution and systems configuration

· Operational experience with MS SQL including but not limited to creating and running scripts, configuration, and maintenance

· Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team

· Consults with programmers to explain software errors or to recommend changes to programs

· Install, configure, and support Scantron and third-party software

· Ability to train non-technical resources within a customer environment

· Ability to multi-task and meet multiple deadlines

· Organized and detail oriented and the ability to learn, retain and apply considerable amounts of information

Required Qualifications

· 3+ years of technical support experience

· Strong understanding of software development and troubleshooting methodologies

· Excellent communication and interpersonal skills

· Experience with support ticket management systems and CRM platforms

· Strategic thinking and planning capabilities

· Strong customer service orientation

· Ability to work under pressure and manage multiple priorities

Technical Skills

· Experience with software deployment and configuration

· Strategic thinking and planning capabilities

· Strong customer service orientation

· Ability to work under pressure and manage multiple priorities

Working Conditions

· Full-time position

· May require occasional evening or weekend availability for critical issues

Benefits

· Competitive salary

· Health, dental, and vision insurance

· 401(k) with company match

· Professional development opportunities

· Paid time off and holidays

· Life and disability insurance