Job type full-time
Full job description
***all candidates must provide proof of vaccination prior to employment with benchmark education company***
**this position can be remote if the candidate is not near the the new rochelle, ny area.**
Role description: this position would provide support to end users on a variety of issuesIdentifies, researches, and resolves technical problemsThey would respond to telephone calls, email, chats, and ticket requests for technical supportDocuments, tracks, and monitors the problem to ensure a timely resolution.
Job functions/primary responsibilities:
Handle inbound service requests or incidents reported via phone, chat, e-mail, or ticket system.
Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.
Performs research and follows troubleshooting steps to provide first call resolution.
Routing requests to resolution groups when incidents are not resolved during initial support.
Monitor the status and progress towards resolution of all open incidents.
Provides a positive customer experience during the duration of any client engagements or interactions.
Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
Ensures resolution confirmation and closure of incidents and service requests.
Follows up with the client to provide updates on open issues.
Job requirements/desired skills and experience:
One to three years in customer support, technical support, help desk or service desk experience.
Associate degree or equivalent work experience.
Must have exceptional customer relations skills and a commitment to excellent customer service.
Ability to understand software systems and how clients use them.
Ability to work with non-technical clients to gather business requirements and translate into technical specifications.
Excellent oral and written communication skillsRequires tactful, continual, and effective oral communications with customersRequires extensive, clear, and timely written documentation of issue statuses and reports.
Experience supporting enterprise level, secure web applications.
Ability to see issues through to resolution.
Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues and resolve.
Familiarity and/or experience with software development and build processes.
Bilingual in spanish is a plus
Empathetic: want to genuinely help other peopleHave the willingness to understand another person’s experience and see it through their eyes.
Emotional intelligence: capability of recognizing, controlling, and expressing one’s emotions and how to handle interpersonal engagements judiciously and empathetically.
Internet savvy: knowing how the internet, cloud, and iot functions and the technology involved to make it work and keep it secure.
Strong communicator: both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic wayActive listening skills are also essential to effective communication.
Master of simplicity: the organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.
Growth mindset: the inner drive for learning and growingAs products, technology, and policies will change over time, the individual must be capable of growth and change as well.
About us benchmark education company is a leading publisher of core, supplemental, and intervention literacy and language resources in english and spanish, both print and digital, as well as world-class professional developmentSince its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technologyThe digital content in our many online and hybrid learning programs delivers all the rigor of its print counterpart and is designed for remote and blended learning contexts.
Our powerful and research-validated programs give diverse learners, including english learners, precisely the support they need to accelerate achievementOur mission is to connect children to the world through text, building knowledge and perspectivesOur content-rich and culturally relevant texts feature explicit instruction in close reading and analysis, social emotional learning, multiple perspectives, and authentic literature, reflecting the complexity and dimensions of the world.
We are committed to providing thorough support for responsive teaching, with targeted and sustained professional development, a full range of customizable literacy solutions, exceptional quality, deep and effective support for distance learning, and dedicated customer serviceFor further information, visit us at: https://www.benchmarkeducation.com https://www.benchmarkeducation.com/reycraftbooks/ https://www.benchmarkeducation.com/newmarklearning/
Benchmark education benefits overview
Benefits - health insurance - dental & vision - disability insurance - life insurance - wellness programs - 401 (k) matching - company equity - paid vacation & time off - 11 paid holidays annually - paid sick days - generous pto - family medical leave
Flexible spending account (fsa)
Company culture, perks & discounts - flex work schedule - casual dress - commuter benefits - paid parking - company outings - free snacks - catered events - game room - paid parking - pet friendly - holiday events - happy hours/beer on tap - sports leagues - art exhibitions -remote work program
Diversity - dedicated diversity/inclusion staff - documented equal pay policy - diverse management team - unconscious bias training - diversity employee resource groups - hiring practices promoting diversity
Professional development - continuing education stipend - cross functional training encouraged - job training & conferences - mentorship program - paid industry certifications - tuition reimbursement
Benchmark education publishing (bec) and its affiliates are proud to be an equal opportunity employer.
No agencies please