support specialist Coralville, IA
Job description
Position Title: Software Support Specialist
Location: Coralville, IA (Hybrid or Remote possible)
Reports to: Support Manager
Status: Full-Time, Non-exempt
Overview:
Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 500 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, and student course search requirements.
The Software Support Specialist position is a mission critical role within Leepfrog's Support Organization. Software Support Specialists work with college and university staff from across the globe to ensure CourseLeaf products are delivering exceptional experiences to higher ed faculty and students. Support Specialists have daily opportunities to communicate, collaborate, learn, troubleshoot and solve technical issues, and build lasting relationships with our client contacts.
Who You Are
- Organized – able to meet internal and external deadlines, prioritizing requests to meet customer expectations.
- Driven by Customer Success – understand client requests and translate them into options, develop plans, and deliver outcomes.
- Skilled at Oral and Written Communication – can deliver clear, concise, and timely communication across a wide range of internal and external audiences, with tact and diplomacy.
- Tech Savvy – knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues.
- A Problem Solver – able to analyze situations and react appropriately; can improve problem resolution and ticket routing.
- A Team Player – work as a team both within Support as well as with other internal departments.
What You’ll Do
- Develop an in-depth working knowledge of Leepfrog software and how it can be configured, customized, and implemented to meet client requirements.
- Be an integral part of the team which is responsible for providing exceptional customer service and expert technical support of the CourseLeaf suite of products.
- Triage, interpret, and prioritize client requests into individual Support tasks, using internal ticketing and task management systems
- Troubleshoot and resolve customer technical issues within CourseLeaf software, escalating internally as necessary.
- Support current product advances as well as the roll out of new products for our customers.
Physical Requirements:
Generally, Software Support Specialists will spend long hours sitting and using office equipment and computers. This position may be located in a busy open office area, which could drive opportunities for interruptions. Accommodations will be made as needed to allow for adequate space and focus time.
Support mediums include email, chat, phone, and video conferencing, as well as the potential to support our customers in person at our annual user conference.
CourseLeaf Support is staffed 24/7/365, with our peak staffing occurring Monday through Friday between the hours of 7:00 AM - 7:00 PM Central.
