Description
Position at Imagine Learning
Great Purpose. Great People.
At Imagine Learning we ignite learning breakthroughs. It drives everything we do. We innovate together to support educators in creating those special moments when students experience the joy of learning at its best. We serve more than 10 million students and partner with more than 7,500 school districts nationwide.
Envision Your Experience
The Product Support Specialist – Tier 2 is expected to do everything that a Tier 1 Specialist does at a high proficiency, as well as handling several other responsibilities including but not limited to taking on escalated and high priority calls/chats/tickets, performing advanced troubleshooting on high-level issues, assist with training and monitoring of Tier 1 Specialists, and occasionally working miscellaneous projects/tasks to improve the team’s workflows and processes.
- Take escalations from Tier 1 Specialists and provide advanced troubleshooting
- Maintain a professional and polite attitude throughout all communications, including the use of proper grammar, punctuation, and spelling.
- Be proficient in soothing upset customers
- Provide an enhanced level of support to the Tier 1 Specialists.
- Continue training to maintain a high level of product knowledge to better serve our clients.
- Ability to take initiative and manage high profile projects & escalations.
- Display a high level of confidence.
- Remain aware of Service Level Agreements and response times on all ticket types.
- Take appropriate steps to bring open support cases to resolution in a timely manner.
- Closely communicate with Exit Queue and Product Support Leadership to ensure a continuous knowledge of existing known issues.
- Perform call monitoring and QA assistance as requested.
- Other duties as required.
This is a regular, full-time position, based out of your home office in: Scottsdale, AZ, Provo, UT and/or Austin, TX.
Imagine Learning offers competitive total compensation, including incentive opportunities for all regular employees.
Share Your Expertise
Experience, education, and qualifications essential for success in this role, include:
- Bachelor’s degree in a technology related field; or high school diploma with a one-year certificate from college or technical school; or 2 years of related experience and/or training; or an acceptable combination of education and experience.
- Excellent communication, interpersonal, and organizational skills with a high level of professionalism.
- Ability to diffuse and resolve difficult client contacts using tact and empathy.
- Proficiency in some Imagine Learning product lines, including but not limited to Edgenuity, Odyssey ware, Pathblazer, MyPath, Galileo, Language & Literacy, Math, and SIS with Genius.
- Understanding of processes including but not limited to nightly imports, LDAP & SAML, SSO (LTi, Clever, Classlink).
- Ability to resolve tickets that require a high level of technical understanding.
- Experience with media appliances.
- Willingness and ability to work flexible hours.
- To help ensure the safety of our valued employees, customers, and other business associates, Imagine Learning encourages employees to be fully COVID-19 vaccinated. Employees entering our office locations must be fully vaccinated or have received a negative COVID test result within 24 hours of their visit.
Ignite Your Career
We support your unique career journey by providing flexibility, investing in wellbeing, and propelling growth.
- Imagine Learning is a hybrid workplace, with the majority of employees enjoying the opportunity to work from home within the US. Headquartered in Scottsdale, AZ, we also maintain offices in Provo, UT, Austin, TX, Petaluma, CA, and Rock Rapids, IA.
- We offer a comprehensive benefits program to eligible employees, including:
- Multiple health, dental, and vision plans, including medical plans with zero employee premiums
- 401k plan with a company match
- Company-paid behavioral health coaching
- 15 paid holidays, including a winter shutdown from Christmas Eve through New Year’s Day
- 15 days of accrued annual Paid Time Off (PTO) to start
- Paid bonding leave when a new child joins your family
- Paid volunteer hours and annual giving events
- Imagine Learning is committed to fostering, cultivating, and preserving a culture of Diversity, Equity, and Inclusion.
- We offer a wide variety of professional development programs, including tuition reimbursement for eligible employees.
Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. Imagine Learning will reasonably accommodate qualified individuals as required by law.
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