Senior Technical Support Specialist
New
F
Follett Software, LLCEdTech Software
This role is remote and only open to candidates currently located in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3-5 years’ experience in a technical support role
- Required Skills
- SalesforceCustomer serviceMicrosoft Office SuiteTroubleshootingTechnical supportCRMSaaS
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience
- 3-5 years’ experience in a technical support role, preferably in SaaS
- Experience in customer service or client-facing roles
- Strong diagnostic skills and methodical approach to troubleshooting
- Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical tools
- Effective interpersonal and communication skills
- Strong attention to detail and organizational skills
- Ability to work under pressure and manage multiple priorities
- Experience working in a collaborative environment
Responsibilities
- Resolves complex customer questions and issues via escalated tickets
- Documents resolution processes for escalated issues
- Identifies and pursues opportunities for mentoring and knowledge sharing
- Creates and updates Knowledge Base articles
- Partners with Training Services and Tier 3 by providing assistance in training
- Partners with Development to research and perform root cause analysis on potential product bugs/defects
- Creates and delivers product specific presentations to customers
- Travel to customer sites to provide training and support during Go Live
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