IT Administrator managing IT infrastructures for regional clients at wunderow IT GmbH. Responsibilities include project implementation and system administration both on - premises and in the cloud.
About the role
- Product Support Specialist role at ClassLink assisting users with technical issues and ensuring product functionality. Engaging with customers to solve problems related to educational access and analytics tools.
Responsibilities
- Provide first-level technical support to customers via phone, live chat, email, and remote sessions.
- Troubleshoot technical issues with ClassLink products and services.
- Monitor and manage support tickets in our ticketing system, ensuring timely resolution and accurate documentation.
- Escalate unresolved issues to appropriate internal teams and follow up until resolution is achieved.
- Maintain accurate and up-to-date records of customer interactions and issue resolution in the company's CRM system.
- Continuously improve customer satisfaction by actively seeking feedback and working to implement solutions that meet their needs.
Requirements
- Associate’s or Bachelor's degree in Information Technology or a related field preferred
- 1+ years of experience in technical support or customer service.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
- Experience using support ticketing systems and CRM software is a plus
Benefits
- Retirement : 401(k) with 0.5:1 company match
- Comprehensive Health Coverage : Medical, dental, and vision plans
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