Technical support representative

Key Responsibilities:

- Provide prompt and professional technical support to administrators, teachers, and caregivers, using our Schools products.
- Diagnose and troubleshoot issues related to application functionality, device compatibility, and basic networking.
- Assist users with setting up and configuring devices, ensuring they meet all necessary requirements for our products.
- Identify, analyze, and resolve technical problems by employing appropriate troubleshooting techniques.
- Documents and track all support interactions, including issues reported and resolutions provided through Zendesk.
- Collaborate with the development team to report bugs, suggest improvements, and ensure timely resolution for issues.
- Develop and maintain extensive knowledge for all our products, including new features and updates.


Qualifications:

- Proven experience as a Technical Support Representative or similar role, preferable in an education technology environment.
- Strong knowledge of troubleshooting, device configuration and basic networking concepts.
- Proficiency in using Zendesk and remote support tools.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
- Strong problem-solving skills and the ability to work under pressure to meet deadlines.
- Familiarity with various operating systems (Windows, macOS, iOS, Android, etc.) and web browsers.
- Patience, empathy, and a positive attitude when dealing with users of varying technical proficiency.
- Ability to work independently and as part of a team with a fast-paced environment.