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Technical Support Associate

Job Description:

ePath Learning is looking for a junior to mid-level Technical support associate who has the rare combination of technical ability and people skills. You are driven to identify problems and explain solutions to your customers.   This is a front line, pro-active, customer technical support position. We are NOT a call center. The employee professionally represents ePath Learning, Inc. and responds to customer questions related to our cloud-based Learning Management system and all things internet. These questions typically originate from our technical support email address, support telephone number, and referred issues from Client Service Specialist and Client Services Analysts. The Technical Support Associate provides timely updates to the clients regarding the status of issues. This employee logs all customer communications (that is, calls and emails) and tracks issues through to resolution. Strong verbal and written communication skills are required. This employee demonstrates superior customer contact behaviors, and accurately executes department processes and procedures.

Primary Responsibilities:

  • Respond to client queries pertaining to both basic and advanced ePath Learning product functionality
  • Place outbound calls as needed to obtain information and provide solutions to the client; appropriately and consistently document the phone call and solutions
  • Document and track client issues using available tools, which includes consistently creating cases in Salesforce and Desk.com
  • Appropriately escalate issues/questions as necessary to higher level support resources
  • Successfully track multiple incomplete tasks/cases until they are completed and resolved
  • Create and conduct webinars on basic and advanced ePath Learning product features
  • Support the ePath Learning Sales team by conducting product demonstrations
  • Conduct initial and advanced training sessions for ePath Learning product administrators
  • Compose help desk articles that describe solutions to frequent client issues, efficient methods for accomplishing tasks, and how to use product features

Requirements:

  • Associates degree or equivalent experience
  • Strong verbal and written communication skills are required
  • Knowledge of customer service principles and practices
  • Knowledge of relevant computer applications – MS Word, Excel, Outlook
  • Knowledge of administrative procedures
  • Internet browser and html knowledge
  • Consistent attention to details is a must

Nice to Haves:

  • Any kind of leadership experience
  • The desire to contribute to the organization and growth of our Technical Support Group
  • Experience with Customer Support Software and Customer Relationship Management applications; such as, Desk.com and Salesforce
  • Bilingual in Spanish/English is a plus
  • Experience with Learning Management Systems (LMS) is a plus
  • Experience with rapid eLearning authoring tools is a plus; such as, Articulate Studio, Articulate Storyline, or Captivate

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