Support Representative 1 (part and full time)
Job Description
Headquartered in Salt Lake City, (with an outpost in Amsterdam) MasteryConnect is an educational technology company focused on one goal:
building innovative tools for educators. To do that, we blend a get-it-done-or-bust attitude with all the creature comforts of the tech industry.
We have a casual-dress work environment and provide all the tools we can to help you work at your best. We value collaboration, initiative, and communication, and we want to hear all of your best ideas.
And, although we expect you to work hard, we strive to provide a good work/life balance, because we know what you do is important both in and out of the office. If you re interested in rolling up your sleeves, working hard, and truly building a work-life balance together, we d love for you to join us.
We're looking for someone that loves to help customers, is highly motivated, detail oriented, enjoys a casual/fun yet intense work environment, and has a monster work ethic! You would be our front line response to the customer. Contact will come through our ticketing system as well as by phone. If you love helping customers succeed and working with them to resolve their issues, then we need to talk!
Responsibilities
Initial contact for all MasteryConnect users via phone or web-based ticketing system.
Escalate issues to Level 2 Support for advanced issue resolution or troubleshooting, as needed.
Thorough work on replication and troubleshooting of reported bugs.
Accurate notation of actions and troubleshooting performed on issues.
Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
Team playerno, reallyand cool to work with .seriously.
Demonstrated success at managing multiple tasks in a fast-paced environment.
Experience with current Web-based technologies.
Other duties as assigned by manager.
What's important to us
Strong technical, troubleshooting, and analytical skills.
Proven ability to function in a self-directed environment.
Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
Innovative thinker who is positive, proactive, and readily embraces change.
Self starter that creates solutions, not excuses.
Strong written and verbal communication skills.
Super organized and detail oriented.
Be absolutely fearless, yet a good listener.
Passion for bringing technology into the classroom.
Strong interpersonal skills .you must be good with people. Our customers are family.
Qualifications
Experience in educational sales and/or a related educational field a plus.
Strong understanding of web browsers and web technologies.
2
years of experience in a technical support/help desk.
Experience working for SaaS company.
Solid experience in problem analysis and resolution of web-based software problems.
Experience in education industry in a technical support/help desk environment.Estimated Salary: $20 to $28 per hour based on qualifications.
Headquartered in Salt Lake City, (with an outpost in Amsterdam) MasteryConnect is an educational technology company focused on one goal:
building innovative tools for educators. To do that, we blend a get-it-done-or-bust attitude with all the creature comforts of the tech industry.
We have a casual-dress work environment and provide all the tools we can to help you work at your best. We value collaboration, initiative, and communication, and we want to hear all of your best ideas.
And, although we expect you to work hard, we strive to provide a good work/life balance, because we know what you do is important both in and out of the office. If you re interested in rolling up your sleeves, working hard, and truly building a work-life balance together, we d love for you to join us.
We're looking for someone that loves to help customers, is highly motivated, detail oriented, enjoys a casual/fun yet intense work environment, and has a monster work ethic! You would be our front line response to the customer. Contact will come through our ticketing system as well as by phone. If you love helping customers succeed and working with them to resolve their issues, then we need to talk!
Responsibilities
Initial contact for all MasteryConnect users via phone or web-based ticketing system.
Escalate issues to Level 2 Support for advanced issue resolution or troubleshooting, as needed.
Thorough work on replication and troubleshooting of reported bugs.
Accurate notation of actions and troubleshooting performed on issues.
Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
Team playerno, reallyand cool to work with .seriously.
Demonstrated success at managing multiple tasks in a fast-paced environment.
Experience with current Web-based technologies.
Other duties as assigned by manager.
What's important to us
Strong technical, troubleshooting, and analytical skills.
Proven ability to function in a self-directed environment.
Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
Innovative thinker who is positive, proactive, and readily embraces change.
Self starter that creates solutions, not excuses.
Strong written and verbal communication skills.
Super organized and detail oriented.
Be absolutely fearless, yet a good listener.
Passion for bringing technology into the classroom.
Strong interpersonal skills .you must be good with people. Our customers are family.
Qualifications
Experience in educational sales and/or a related educational field a plus.
Strong understanding of web browsers and web technologies.
2
years of experience in a technical support/help desk.
Experience working for SaaS company.
Solid experience in problem analysis and resolution of web-based software problems.
Experience in education industry in a technical support/help desk environment.Estimated Salary: $20 to $28 per hour based on qualifications.
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