Role Description: The Customer Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis.

Job Functions/Primary Responsibilities:

• Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs).
• Provide empathetic and understanding support, addressing customer issues promptly and effectively.
• Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures.
• Conduct research and troubleshooting to provide first-contact resolution whenever possible.
• Escalate unresolved incidents to appropriate resolution groups.
• Track the status and progress of all open incidents and requests.
• Ensure a positive user experience throughout all customer interactions.
• Provide clear and concise answers to customers, guiding them through corrective steps.
• Confirm incident or service request resolution and closure.
• Follow up with customers to provide updates on open issues.

Job Requirements/Desired Skills and Experience:

• 1-3 years of experience in customer support and technical support roles.
• Associate degree or equivalent work experience.
• Exceptional customer relations skills and a dedication to providing excellent customer service.
• Ability to work with non-technical customers to gather requirements and translate them into technical specifications.
• Strong oral and written communication skills.
• Ability to see issues through to resolution.
• Proven analytical and troubleshooting skills with proficiency in problem-solving and root cause analysis.
• Teaching or educational experience is a big plus.
• Experience with educational e-learning software is a big plus.

Key Competencies:

• Empathetic: Want to genuinely help other people.  Have the willingness to understand another person’s experience and see it through their eyes.
• Emotional Intelligence: Capability of recognizing, controlling, and expressing one’s emotions and how to handle interpersonal engagements judiciously and empathetically.
• Internet Savvy: Knowing how the Internet, Cloud, and IoT function and the technology involved to make it work and keep it secure.
• Strong Communicator: Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way.  Active listening skills are also essential to effective communication.
• Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.
• Growth Mindset: The inner drive for learning and growing.  As products, technology, and policies will change over time, the individual must be capable of growth and change as well.

About Us 

Benchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many learning programs delivers all the rigor of its print counterpart and is designed for virtual and blended learning contexts. 

Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.

For further information, visit us at: https://www.benchmarkeducation.com