Technical Support Engineer

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hqyx3

ppPansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools. /p pbThis is an in-office position in Parma, Ohio. /b /p pAs a Technical Support Engineer, you will support the following areas: /p ul liProvide customers with remote guidance and expertise to resolve technical problems. /li liAct as second tier end user contact and resolution. /li liResolve customer reported issues using Pansophic provided access, tools, and technology. /li liAccurately documents user information, triage steps and resolutions or escalation notes. /li liManages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. /li liFollows knowledge base articles as a standard for resolving end user reported issues. /li liWorks to identify missing or erroneous documentation for processes or knowledge. /li liWorks with internal and external teams to ensure solutions provided are accurate. /li liAssist customers with account setup and application installations. /li liProvides escalations as necessary. /li liCreate and maintain required documentation. /li liAbility to multitask on several initiatives simultaneously to meet business needs. /li liEnsure concise and clear written and verbal communication. /li liDeliver outstanding human centric customer service through all support and operational efforts. /li liPerform other duties as assigned.



/li /ul h3About You /h3 ul liMust have strong knowledge of service desk operations, standard processes, and technologies. /li liExperience with Microsoft Active Directory or Google Workspace basic administration. /li liIn-depth knowledge of Windows Desktop OS and Chrome OS. /li liMust be a team player and be flexible for occasional shift changes or modifications. /li liAbility to quickly assess and troubleshoot customer issues. /li liAbility to work remotely in a fast paced, high stress environment. /li liBachelor's degree or equivalent experience. /li liHighly organized, able to multi-task, with a high attention to detail and ability to prioritize. /li liPatient and active listener. /li liAbility to pass federal and state criminal background checks (FBI/BCI). /li liConfident, high-energy, self-motivated and a true team player. /li liAccountability and personal organization are essential. /li liExperience in customer facing roles is required. /li liEffective communication skills using phone, video calls, chat, and ticket updates. /li liStrong customer focus with empathetic approach /li liGood interpersonal skills handling customer escalations. /li /ul h3Compensation and Benefits /h3 pThe compensation and benefits information below is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice,



subject to applicable law. /p pThe starting hourly rate for this position is between $25.00 - $28.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. /p pWe offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, 10 paid holidays annually. /p pPaid Time Off: Paid Time Off to cover sick, vacation, and personal absences. /p pWe offer 4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels. Our goal is to provide you with maximum choice in finding a plan that meets you and your family’s needs. Employees can choose from co-pay or High Deductible Health Plans. /p h3EQUAL EMPLOYMENT OPPORTUNITY /h3 pIt is our policy to abide by all federal, state and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists. /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hqyx3