Technical Support I
New
B
BlackboardEdTech
Remote–Chennai, India or Bangalore, IndiaFull-TimeEntry
Salary590,440 - 1,096,532 INR per year
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Job Details
- Languages
- Fluency in written and spoken English
- Required Skills
- SQLSalesforceSaaSTroubleshootingTechnical support
Requirements
- Have relevant experience in an enterprise-level technical support environment.
- Use front-end debugging tools, including inspector, console, and network tools.
- Be familiar with web technologies such as SaaS and SSO.
- Have familiarity with relational databases and the ability to read and write basic SQL queries.
- Analyze information, identify trends, and follow a playbook to diagnose technical and application issues.
- Work independently and in a distributed team environment.
- Prioritize and multitask daily work with frequent interruptions.
- Participate in a rotating on-call schedule covering nights and weekends for high-severity issues.
- Be fluent in written and spoken English.
- Communicate orally and in writing in a professional business style, conveying complex ideas to internal team members and external clients.
- Preferred: experience with Blackboard Learn or a similar LMS.
- Preferred: industry certification such as A+, Linux+, or CCNA; data networking knowledge; Salesforce CRM knowledge; or system administration skills.
Responsibilities
- Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.
- Document customer issues, reproduce problems, and gather details through resolution or escalation to Tier 2.
- Draft, review, and publish product bugs and fixes in the Knowledge Base.
- Represent Customer Support in meetings and reviews with internal product teams and external customers.
- Represent the voice of the customer and follow issues through resolution.
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