Technical Support Specialist

At Curriculum Associates (CA), we believe a diverse team leads to diversity in thinking, making our products better for teachers and students. If you read this job description, feel energized by what you see here, and believe you could bring passion and commitment to the role, but you aren’t sure you meet every qualification, please apply! Above all, we are looking for the right person!

Essential duties/responsibilities: 

• Provide customer support and technical issue resolution via email, phone, LiveChat, and other electronic media. 

• Communicate and listen to the needs of customers to help them find solutions for their product and technological challenges. 

• Provide guidance/training to customers in the use of all Curriculum Associates’ online products. 

• Troubleshoot issues, determine cause, provide resolution and/or workaround, and document activity. 

• Becoming proficient in all Curriculum Associates’ online products.  

• Escalating technical and/or application issues when necessary. 

• Creating and updating procedures and technical documents in i-Knowledge base. 

• Communicate with Partner Success Managers, Provisioning Data Services, Professional Learning team and Educational Consultants to solve customer issues.  

• Demonstrate an empathetic, patient, and receptive attitude with customers experiencing product and technical support needs. 

Required job skills:

• Able to answer support-related email, phone calls, LiveChat and other electronic communications promptly and courteously

• Ability to properly document and create customer case notes in a case management system

• Superior phone etiquette and verbal skills are a must

• Self-motivated, detail-oriented, and well organized

• Ability to learn new web applications quickly

• Knowledge in internet applications including various web browsers

• Excellent communication (oral and written), interpersonal, organizational and presentation skills

• Thrive in a fast-paced environment and can multi-task

Minimum qualifications:

• 1+ year of experience in customer service

• Combination of education and experience that proves competency in the requirements of the job

Preferred qualifications:

• Experience with Salesforce.com

• Experience with educational software

• Basic knowledge of networks, browsers, and operating systems

Travel: <5%

Physical Demands: Typical office environment. 

Pay Range: This role’s range is $37,875 - 59,375. The wage range for this role takes into account the wide range of factors that Curriculum Associates considers in making compensation decisions based on our Compensation Philosophy. Actual base pay within that range will vary based upon several factors including, but not limited to, prior experience and relevant skill sets. At Curriculum Associates, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances for each case. The Company recognizes that minimum wage varies by location and will ensure all compensation decisions comply with applicable state and local laws.

Benefits: Benefit eligible employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company’s 401k plan and receive an employer match. Employees have access to a flexible vacation and sick policy in addition to twelve paid holidays and a winter office closure between Christmas and New Year's, as well as a number of additional perks and benefits.