Customer Support Specialist

As a Support Specialist, you will provide technical support to users in an efficient and accurate manner. You will be considered the front line for partner support and will solve basic technical problems for all assigned areas. As an integral member of our Partner Support Organization, you will be asked to contribute to and refine components of the partnership development process. This requires a combination of organizational skills, relationship management, and service orientation. Just as important, we are looking for someone who wants to be in an early stage organization, has tremendous communication skills, is motivated, proactive, and a self-starter.

Responsibilities:

  • Provide Tier I support, including, but not limited to, product access and navigation support
  • Process Ellevation student data transfer requests
  • Confer with partners and analyze usage data to identify problems, determine root cause, troubleshoot, and provide feedback
  • Ensure proper recording and documentation of each issue
  • Track, route, and escalate problems to the appropriate parties
  • Identify patterns in user support requests that suggest an opportunity for product or process improvement
  • Author and curate self-service support articles for Tier I issues
  • Develop a strong understanding of all Ellevation products and services
  • Preserve and grow your knowledge of help desk procedures, products, and services

Who we’re looking for:

  • Strong analytical and problem-solving skills
  • Ability to communicate professionally in both oral and written contexts
  • Ability to effectively communicate technical information in non-technical terms
  • Ability to adapt and stay organized in ambiguous environments
  • Ability to pay close attention to detail and simultaneously recognize trends
  • Experience in customer service, particularly with software products, preferred
  • Experience working with Excel
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavasriptLanguages
    • PythonLanguages
    • ASP.NET MVCLanguages
    • jQueryLibraries
    • KnockoutLibraries
    • FoundationLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • AureliaFrameworks
    • EntityFrameworks
    • ElasticsearchFrameworks
    • MongoDBDatabases
    • SQLDatabases
    • CouchbaseDatabases
    • Google AnalyticsAnalytics
    • SplunkAnalytics
    • Insight SquaredAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • WistiaCRM
    • AskNicelyCRM

Location

Our office is in the trendy and easily accessible Downtown Boston area with plenty of restaurants, coffee shops, and bars nearby.
38 Chauncy Street, Boston, MA 02110

Insider's spotlight

How would you describe the company’s work-life balance?

At Ellevation we have great work-life balance with remote work options and flexible hours. Everyone is very committed and works hard throughout the work days but knows that their personal time and PTO will be respected.

Mayya

Office Manager

How do you collaborate with other teams in the company?

I collaborate with others in the company through our use of Slack, regular all-hands company meetings, inter-team meetings, and our office space. More specifically, our Slack portal has been designed to include many cross functional channels such as product updates, territory-specific team channels and more. Inter-team meetings every 2 weeks, such as the Partner Product PowWow, gives partner-facing teams to learn more about the product development timeline, beta testing and the opportunity to ask questions. Ellevation also has a large open plan office with many different workspaces & locations, which makes it easy to work together & relax!

Ben

Partner Development Manager

What makes someone successful on your team?

A successful member of the data integration team is a quick learner who is process oriented with the ability to innovate. They must be inquisitive, yet self-directed with a strong attention to detail. Being a team player and just a generally nice person is also critical to their success.

Timna

Director of Data Operations

The Training Solutions team is an integral part of ensuring the overall success of our partners. Because we are the team to be in front of the end user, we [trainers] are able to provide valuable insight into the needs of our partners because we hear first hand what is going well, what could be improved, and what challenges users face. As a result, we influence and provide end user perspective that is valuable to product designers, implementation managers, marketing, and sales.

Denise

Director of Training Solutions

Every engineer meets bi-weekly with their manager to check-in. We discuss progress on current projects, near and long-term goals, and what resources we could use to help us succeed. It's a great environment to be in to grow your career skills.

Garret

Software Engineer

Perks of working here

Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Dental
Flex Work Hours
Game Room
Generous PTO
Happy Hours
Health Benefits
Onsite Gym
Remote Work Program
Stocked Kitchen
Vision
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