Senior Technical Support Specialist I

by twochickswithasidehustle | Sep 12, 2021 | Uncategorized

REMOTE – EST ZONE STRONGLY PREFERRED /CUSTOMER SUPPORT /FULL-TIMEAPPLY FOR THIS JOBPoll Everywhere is a 60-person growing technology startup. Over the last decade, our company has transformed presentations into two-way conversations, and our mission now is to make presentations more inclusive. Presenters from Google, Target, TED, and thousands more trust Poll Everywhere at their most vulnerable moments: in front of an audience. We’re driven to honor this trust.
Our customer support team builds that trust through calls, emails, and the occasional screen share. This gives people the confidence to deliver interactive presentations that are open and engaging. Poll Everywhere users tend to be leaders in their organizations and they reach out for help because they’re preparing for a presentation that just can’t go wrong. Sometimes they’re nervous, and sometimes they’re on a deadline. Because of this, we elevate support as a practice much more than most tech companies.
This role is highly technical and requires you to take end-to-end ownership of customer-facing issues such as advanced troubleshooting and root cause identification. Our Customer Support team is based on levels, because of this, we only hire experienced people for this role. Our Senior Technical Support Specialist l is the first level of our support team. From there it goes to Senior Technical Support Specialist ll, then to Advocate. All of our CS Team members are Senior as our product is complex and technical in nature.
Our growth has created an environment for career advancement and rewarding challenges. Former support team members have gone on to become customer success managers, a product manager, front-end engineer, and operations manager all within Poll Everywhere. Support team alumni now work at Accenture, Google, and Chorus.

What you’ll do

• Create resolution for customers with a blend of patience, wit, and crystal-clear communication. You’ll directly support customers via email tickets, incoming calls (which may require context switching), and the occasional screen share. In the future, we’ll offer chat support.
• Work with both new and existing customers to resolve product and billing-related questions. You’ll work with our finance team to process payments and refunds.
• Collect data to show trends among customers. We really like data and expect you to be comfortable using data to assign priorities, measure your own productivity, and suggest company improvements.
• Work closely with Engineering and QA to troubleshoot, reproduce, and escalate product-related bugs proactively. Follow debugging procedures to diagnose technical issues in web, mobile, and desktop apps. 
• If you’re selected for a screening call, our recruiter will walk you through a typical day, call and ticket volumes, and the complex nature of the work.

What you bring to the role

• 3-5 years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices.
• You have a working knowledge of Windows and macOS platforms in order to resolve complex issues. You’re proficient in installing and troubleshooting software on these platforms.
• You have experience communicating and problem-solving with other departments such as engineering, QA, design, sales, and marketing.
• You have a collaborative mindset and view feedback as a 2-way street. You’re open to communicating needs that will set you up for success with your team and coach. 
• You take initiative and are energized even when a clear path isn’t laid out for you.
• You believe in self-care and want to work on a team that places an emphasis on rest and development due to the nature of this work existing in a high-pressure time-sensitive environment that requires you to prioritize urgent tasks based on customer needs and your day-to-day responsibilities.

Bonus points if you have

• Experience working remote on a distributed team spread across several time zones
• Proficiency with Zendesk, Slack, Pivotal, Notion, or other comparable online support and collaboration tools
• Experience using Poll Everywhere
• Experience working with Learning Management Systems (LMS)

What we offer

• Generous PTO – that you’re expected to actually use
• $150/month internet & cell phone reimbursement
• $1000 annual self-development budget
• Monthly coffee or tea subscription
• $500 work from home stipend to help you set up your remote work life for success.
• Once we are able to safely reunite as an entire company, we will resume holding our company retreats so teams can spend time collaborating together in-person.

If you don’t meet 100% of the above qualifications, you should still seriously consider applying.  
We’re open to applicants in all US and European timezones who expect to work typical business hours in their local timezone, but you must be legally authorized to be employed in the United States.

APPLY HERE

Customer Services Technician

by twochickswithasidehustle | Sep 12, 2021 | Uncategorized

Responsibilities (Including, but not limited to)

Skills:

• Excellent written and oral communication skills
• Strong desire to HELP
• Ability to interpret a flow chart to deliver a work process
• Ability to learn new technical concepts quickly
• Communicate technical directions over the phone to inexperienced computer users
• Excellent customer interaction skills
• Strong organizational and multitasking skills
• Ability to problem-solve
• Ability to follow written instructions
• Ability to work in a fast paced changing environment
• Ability to work in a very structured environment with scheduled rest and meal periods
• Type 30+ words per minute
• Sales ability to close a sale

Qualifications:

• 1 year of related experience in a customer service environment
• Must be willing to HELP customers
• Demonstrated good attendance with previous employer(s)
• Ability and desire to overcome customer objections
• Ability to follow guided paths to solve customer questions/concerns
• Must complete a pre-hire drug screen and background check
• Experience in the work from home environment is a plus
• Must be at least 18 years

Minimum CPU Speed:

• 2 Physical cores @ 2.7 GHz Processor or better
• 4 Physical cores @ 2.2 GHz processor or better
• Minimum 4Gb RAM
• Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
• Multiple monitors required
• 250 GB, 7200 RPM SATA hard drive or better
• Internet connection speeds exceeding 10Mbps down and 2Mbps up
• Satellite and/or Cellular connection (3g/4g) are not allowed
• Windows 8 or higher including .NET 4.7 with all security patches applied
• HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
• Antivirus Software.
• Corded (Not wireless) noise cancelling USB Headset
• Webcam​
• Mouse must be external
• Landline or cell phone

About the RoleExperience and SkillsMinimum Qualifications & Requirement

About Us

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of BPO turnkey Contact Center support services and software. Support.com services and products help leading brands deepen their customer relationships. Our clients want people enabled by technology to work the way our clients intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenue.

The Customer Service Technician (Remote) is an entry level role which provides inbound customer service support for basic troubleshooting and resolution of service related problems for high speed internet and wireless gateways. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer service experience. As a Customer Services Technician (Remote) you will be fully trained to perform the following duties.

As a Work From Home member of this best-in-class technology services team you will:

• Answer inbound calls and greet customers
• Determine scope of customer issue in an effective and professional manner
• Manage credit card processing when necessary
• Promoting and selling new products and services that will benefit the customer
• Encourage completion of customer surveys
• Effectively resolve customer issues in a timely manner
• Properly document all customer interactions
• Adhere to quality standards determined by the company
• Represent the company in a professional and ethical manner
• Maintain high level of customer satisfaction with focus on first call resolution
• Become a customer advocate
• Resolve customer requests by investigating problems, developing solutions and recommending additional products and/or services relevant to assessment of the customer needs

Customer Service:

• Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues. Empathizing with customers while supporting them in tough situations
• Provide customers with opportunities to enhance his/her product by up-selling when appropriate

Working for Support.com:

• $11.00 per hour*
• Testing required
• Extra Hours Available
• 100% Work from Home
• Medical, Dental, Vision benefits
• 401K plan
• Paid Time Off
• Paid Training
• Promotional Opportunities
• Employee Stock Purchase Plan

*$10.50 per hour plus $.50 cent per hour for reimbursement

APPLY HERE

Technical Support Specialist – Tier 1

by twochickswithasidehustle | Sep 12, 2021 | Uncategorized

Customer Support Specialist – Tier 1

Note: This is a fully remote, work-from-home position in which a dedicated, quiet space and secure home internet is required; hardware equipment will be provided by NWEA.  

Position Summary

The Customer Support Specialist, Tier 1 role provides first level product support to NWEA partners as part of the Partner Support Team.  The Partner Support Team functions as a contact center environment fielding questions from educators via calls, email, and chat.  The team focuses on creative problem solving to help ensure educators and students have the best possible experience using NWEA products.

This role helps to support high call volume during back-to-school preparation and testing in the fall.  Customer Support Specialists find solutions to product and technical challenges for educators and educational support staff of varying technical proficiency by utilizing NWEA’s robust knowledge base and peer support.

Responsibilities

• Handle first level support (calls, emails, and chats) for common issues related to NWEA’s products, including preparation for testing, managing test sessions, and interpretation of reporting data
• Investigate and resolve incidents regarding software products, services, and reports
• Lead partners through diagnostic procedures by listening to and providing instructions and replicating the issue internally when applicable
• Document conversations you have with partners by recording clear, concise, accurate, and detailed case notes for every interaction in CRM
• Create high quality and consistent partner and staff written communication, including via email and internal instant messaging
• Escalate advanced technical issues to Tier 2 peers as needed and alert management of flaws found in software products and services
• Utilize resources such as NWEA’s Knowledge Base, diagnostic tools, and collaboration with co-workers to research incidents and find solutions
• Respond to partner’s questions regarding computer software and procedures in a professional, empathetic, and upbeat manner
• Maintain a high-quality partner experience within a reasonable amount of time by maintaining a high customer satisfaction score and reasonable handle time to meet team goals
• Collaborate with Subject Matter Experts to ensure that resources are updated and accurate

Skills and Abilities

• Ability to determine the cause of operating errors and properly resolve them
• Demonstrated organizational skills and ability to multi-task

• Ability to critically think using logic and reasoning to identify alternative solutions, conclusions, or approaches to incidents
• Excellent listening skills and tactful questioning in a calm manner to promote collaboration with partners
• Excellent problem-solving and troubleshooting skills through the application of knowledge and creativity
• Possess a growth mindset

• Ability to be on time and demonstrate excellent attendance, except where allowed by state and federal law
• Ability to sit in one place for extended periods of time

Competencies

• Action oriented: take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Customer focus: build strong customer relationships and deliver customer-centric solutions.
• Communicate effectively: develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manage ambiguity: operate effectively, even when things are not certain, or the way forward is not clear.
• Collaborate: build partnerships and work collaboratively with others to meet shared objectives.
• Interpersonal savvy: relate openly and comfortably with diverse groups of people.
• Decision quality: make good and timely decisions that keep the organization moving forward.
• Drive results: consistently achieve results, even under tough circumstances.
• Demonstrate self-awareness: use a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Instill trust: gain the confidence and trust of others through honesty, integrity, and authenticity.

Education and experience

• High school diploma or equivalent required
• Minimum of two years call center or technical, product-based support experience or related work activities
• Those with an educational background encouraged to apply
• Proficiency in Salesforce desired

About Us…

NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency—and provide timely data to help tailor instruction. For more than 40 years, NWEA has developed innovative pre-K–12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. More than 11 million students in 146 countries use our solutions to support their learning and growth each year.

What We Can Offer You…

At NWEA we not only offer a competitive base salary, we offer a 15% contribution of eligible employees’ base salary to a defined contribution 403(b) retirement savings plan; career development opportunities; an awesome work culture and environment; we also offer industry leading benefits and perks that are focused on supporting our employees’ holistic wellbeing. To learn more about what we can offer more, click here.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization’s mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions, and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

APPLY HERE

Network Collaboration Architect

by twochickswithasidehustle | Sep 12, 2021 | Uncategorized

Network Collaboration Architect – ( 2111473 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

About Pearson:

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

We’re investing in our technology and infrastructure. By working at Pearson, you have a unique chance to make a real difference to the lives of people all over the world.

About DWS:

The Pearson Digital Workplace Services [DWS] team is simplifying how Pearson employees work, engage and collaborate using a broad range of technology, initiatives and transformation activities introducing new, globally consistent platforms and services primarily based on Microsoft products.

Pearson DWS is helping to unite employees around the world, enabling us to operate as a truly global organisation, and ensure that Pearson is fit for the future.

About you:

We are searching for passionate delivery focused solution architects that can understand, articulate and drive value from our technology. You are already a seasoned veteran leading the Workplace Services ecosystem across different sized enterprises and sectors, a subject matter expert with a broad lens on Workplace technology: a true ‘T’ shaped individual … are you ready to be a catalyst for change and innovate with Pearson?

You will use your proven track record of cultivating professional relationships across key stakeholders and be working tirelessly with our global business units, technology, engineering and security teams to distill and deliver Pearson’s requirements and be responsible for strategies leading Pearson to adapt to changing and emerging technologies for and impacting our platforms.

You will lead the service design and are critical to the service transition into our operations. You have a creative approach to devising new solutions and enhancements, are the key to managing the technical roadmap, driving technology adoption, meeting business and security demands.

As a key member of our team, you bring your proven history of managing strong relationships with suppliers like Logitech, Microsoft, CDW, etc. and have insight to future changes, roadmaps and direction, and will be Pearson’s advocate influencing our Workplace and other peers and partners towards our business requirements.

The role is responsible for the strategic architecture and design of all in scope Workplace service technologies. Additional responsibilities include driving Workplace Experience vision, usability and interfaces across the DWS technology portfolio: how we use our tools, how we interact and collaborate with colleagues and customers and bringing to life the vision of our ecosystem.

To realize these goals and objectives the position must balance core technology skills and product vision with a delivery focused pragmatism. The role also encompasses wider awareness of the Workplace Services tools and platforms working as cross region in a strong multi-disciplined architecture group embracing agile ways of working.

Key responsibilities

As a direct report to the Director of DWS Workplace Services within the Digital Workplace Services group, the candidate will be responsible for:

• Developing short and long-term strategic technology roadmaps, backed by pragmatic designs that support our enterprise technology roadmaps and key business objectives
• Participate and contribute to the running of a cross region Architecture function that will drive and govern the Digital Workplace Services and provide deep technology leadership and vision
• Creating designs and standards for all groups within the workplace engineering organization.
• Work with our colleagues to design and build workplace services solutions leveraging Microsoft products
• Establishing a consistent and progressive strategy and architecture for the workplace experience exploiting new market opportunities as appropriate.
• Strategically plan, develop and drive implementation of new initiatives to enhance the global business. This includes projects related to investments and improvements
• Embrace, sponsor and coach agile ways of working with a view to fully automating the configuration and management of our workplace services
• Ensuring that required metrics are understood and available. These metrics make certain the platform remains operational, optimized and available to business end users
• Ensuring that key platform product life cycles are understood, tracked, and communicated with appropriate remediation when required
• Coordinating design team support for future M&A activities. This support includes initial impact assessments, planning through to design, and implementation of the technical integration aspects of the merger as they relate to workplace platforms and services
• Governance: You can understand technical governance and participate in or deliver the assurance of a service. (This skill becomes increasingly critical at senior role levels.)
• Making and guiding decisions: You can make and guide effective decisions, explaining clearly how the decision has been reached. You must have the ability to understand and resolve technical disputes across varying levels of complexity and risk.
• Strategy: You can produce a strategy for technology that meets business needs. You can create, refine and challenge patterns, standards, policies, roadmaps and vision statements. For this skill, senior roles tend to be more proactive as they set the strategy, whereas junior roles tend to be more reactive, responding to the strategy.
• Turning business problems into technical design: You can work with business and technology stakeholders to translate business problems into technical designs. You can create an optimal design through an iterative process, aligning the user need with the system requirements and organizational objectives.
• Understanding the whole context: You can look beyond the immediate technical problem and identify the wider implications. You can ‘zoom out’ in 3 dimensions: knowing relevant historical context and future impact; understanding how current work fits in broader contexts and strategies; and looking for deeper underlying problems and opportunities.

Deliverables and outcomes (Within 12 months)

• Support the delivery of the Future Workplace Programme and ensure timely transition of project-to-service and partner with the programme to achieve strategic objectives.
• Deliver DWS Workplace Services strategic blueprint, working with the Director of DWS Workplace Services.
• Deliver the vision for a Zero Trust Network campus architecture with a technology blueprint and associated solution design
• Deliver subsequent product High Level Designs and governance processes to support the blueprint ready for engineering delivery
• Accountability for the usage patterns and technology solutions aligned to the strategic objectives identified
• Support the emerging engineering and operations functions for Workplace Services for voice, collaboration technology and network
• Workplace experience will be a priority with constant focus and awareness of user experience and requirements.
• Continual service improvement to minimize the number of self-imposed outages – drive high quality change and release management through automation practices

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

Preferred Experience and culture:

• Architect ‘SME’ level experience in Networking and Collaboration technologies (i.e. SurfaceHubs, audio/visual, content sharing, etc.)
• Experience designing networks within a complex enterprise environment
• Enterprise global estates of 15,000 seats and above
• Ability to develop structured standards, processes, and procedures for the underlying workplace technology infrastructure
• Practical understanding of the drivers for success in a globally distributed team and a strong understanding of operations imperatives and underpinning activities
• Experience developing business orientated self-service deployment and management solutions
• Excellent written and verbal communication
• Being a key sponsor for technology development, management and governance
• Leads by example and encourages the team to maintain excellent visibility of industry wide trends and emerging technologies/vendors and ensures that the team understands and utilize developments to the benefit of Pearson
• An open collaborator that shares and coaches their colleagues and works proactively inside their immediate and peer teams
• Strong communication and influencing skills.

Preferred Skills and qualifications:

• ITIL operational awareness and understanding
• Cisco certifications required
• Cisco design certifications preferred
• Relevant Microsoft skills and certification: Microsoft Teams Voice & Video, SurfaceHubs, Exchange Online, Microsoft Booking
• Vendor skills such as Meraki, Logitech, Samsung
• Agile methodology: Scrum, SaFE or equivalent

Key Pearson Attributes

• Always Learning
• Customer Focused
• Strategic and Visionary
• Makes it Happen
• Transformational
• Relationship Builder

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $130-160K. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
#LI-POST


Primary Location : US-RE-Remote

Work Locations :

US-Remote

Remote

Job : Technology

Organization : Technology & Operations

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Shift : Day Job

Travel : Yes, 25 % of the Time

Job Posting : Aug 24, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2111473

APPLY HERE

technical support representative

by twochickswithasidehustle | Sep 12, 2021 | Uncategorized

We are looking for a customer support enthusiast and creative to join our support team. In this role, you will provide technical support for our products via email and our social media platforms. This job requires extreme empathy for customers, exceptional communication skills, a strong technical background, and a growth mindset. Familiarity with our products is a plus.

Responsibilities

• Troubleshoot complex technical support questions and investigate ongoing issues
• Help manage social media support
• Add to our Knowledge Base by creating and updating manuals and how-to guides
• Collaborate with other departments and provide feedback
• Assist with quality assurance testing
• Collaborate on a daily basis with our team via Slack

Qualifications

• Experience with creative software such as Photoshop, Illustrator, Krita, Clip Studio Paint, or other drawing software
• Understanding of Windows systems
• Excellent writing
• Strong attention to detail
• 2+ years of technical support experience

About Astropad

At Astropad, we value creativity. We build products that encourage it, and we seek out team members who do too. Our team includes interdisciplinary contributors from a variety of cities and backgrounds. Still, we all see something of ourselves in each other. An Astropad team member is kind, honest, a little contrarian, and obsessed with quality.

We seek people who are passionate about building the next generation of creative tools. Our work environment is remote, flexible, and full of learning opportunities.

Benefits

• Health, dental, and vision insurance
• 401k
• Remote work (since 2013!)
• Flexible work schedules
• Competitive, location independent pay
• Work-life balance with 40 hour work weeks (no crazy startup hours)
• Parental leave (2 months maternity and paternity)
• Vacation starting at 3 weeks and going up to 5 weeks + 8 additional holidays
• A week off for the whole company between Christmas and New Years every year
• Unlimited sick and mental health days
• Stock options
• Company-wide bonuses
• $300/month coworking stipend
• 1 month paid sabbatical after 5 years with the company
• Challenging and creative work
• High impact and significant responsibility

APPLY HERE