Technical Support and Customer Care Specialist

Creative Learning Systems

Longmont, CO, USA

Full time

Nov 3

Description

Expand your career with Creative Learning Systems (CLS) and help ensure that today’s students will be tomorrow’s leaders, prepared and ready to solve the complex challenges in our ever-changing world. With our SmartLab Learning products, CLS partners with the most innovative school leaders nationwide to provide personalized, project-based learning experiences and environments that increase a student’s capacity through engaged, active, and social problem-solving.

Our Customer Success team needs a Technical Support and Customer Care Specialist to provide front line customer assistance with technical problems, accessibility, functionality, replacement parts, and our emerging digital curriculum platform. This role also works with guidance from our Implementation Team on software installation, maintenance, repairs of computer hardware and software within the CLS environments.

Requirements

After training you will

  • Provide technical assistance for customers in a timely and efficient manner, via phone, email, or video conferencing tools
  • Use Salesforce customer relationship management tool to keep track of all customer inquiries, including how and when the issue was resolved and other useful information
  • Identify customer needs and help customers troubleshoot technical challenges or use specific features on our digital curriculum platform or provisioned software
  • Analyze and report product malfunctions to the Product team and provide replacements to customers and/or options for resolution
  • Maintain basic knowledge of all CLS products and featured software
  • Provide support for CLS Trainers onsite and review Training Debriefs for improvements to technology products, software and educational tools
  • Develop and maintain technical and troubleshooting documentation for internal and customer use
  • Keep in touch with customers to ensure their needs have been met

What you’ll bring to the job

  • High school diploma with some college experience, associates degree in Information Technology or relevant diploma preferred
  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with the educational technology industry is a plus
  • A desire to troubleshoot issues efficiently and effectively in a timely manner
  • Excellent written and verbal communication
  • A growth mindset
  • Ability to move quickly from one task to another
  • Enjoy working and making decisions independently
  • High stress tolerance in a face paced work environment essential
  • Knowledge of Microsoft Windows and Active Directory

Benefits

What you’ll get out of it

  • Strong connection to the purpose of your work, knowing you’re helping teachers and students grow
  • Working with delightful people at a flourishing company
  • Career advancement
  • Resume building experience in SalesForce, education technology and business acumen
  • Full benefits package
  • Company pays 3% of salary into 401k (regardless of employee contribution amount)
  • Competitive salary

...And a little more about us

Creative Learning Systems has been pioneering the conversion of traditional learning environments into project-based learning experiences since 1987.

Our Philosophy is Simple

  • All learners require proficiency in Science, Technology, Engineering and Math (STEM). STEM programs must address the needs of a wide range of abilities, learning styles, and personal interests.
  • The most effective STEM education is an integrated, transdisciplinary approach that builds connections to fine arts, language arts, and social studies.
  • College and career readiness demands next generation skills such as critical thinking and problem solving, collaboration and communication, project and time management, creativity, and adaptability. These skills must be an integral part of the educational experience.
  • Application of technology to work is a critical workplace competency. Students should have the opportunity to actively practice and develop these skills in school.
  • Personalized learning is individualized, differentiated, and relevant to the interests of every student. Personalized learning empowers students to shape their own learning experience.
  • Authentic learning requires authentic assessment. Portfolios provide a basis for authentic assessment while developing critical communication skills.

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