Technical Support Specialist

Job Summary

Providing multi-channel customer support, the full-time remote Technical Service Specialist will deliver Level 2 assistance for users of a web-based eLearning platform, while also creating training materials and process documentation to enhance service quality.

Key responsibilities

• Professionally handle support inquiries via calls, chat, and email, ensuring adherence to performance metrics and customer satisfaction standards
• Train and mentor team members in customer support processes, including the use of eLearning software, while maintaining quality assurance efforts
• Create and implement training plans, user guides, and process documentation to support team performance and consistency

Required qualifications

• Bachelor's degree preferred
• At least three years of experience in a contact center environment providing customer technical support
• A minimum of two years of experience training others in a contact center setting
• Proficiency with Microsoft Office Suite and industry-related contact center software
• Ability to explain technical issues to both technical and non-technical users