Company Overview:
Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.
Position Overview:
The Technical Support Analyst (Tier 1) provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Responsibilities:
- Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
- Serves as primary technical support liaison between company and customer.
- Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting.
- Responsible for appropriate referral to other support and quality assurance areas.
- Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures.
- Conveys customer feedback to Technical Support leadership.
- Attends team meetings, company meetings and other internal events.
- Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements.
- Participates in internal projects as required.
- Other duties as assigned.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum 1 year of experience in a technical support role, preferably in a SaaS or software environment.
- Experience in customer service, client-facing roles, and technical troubleshooting.
- Strong problem-solving, diagnostic, and organizational skills with a detail-oriented approach.
- Able to manage multiple priorities in a collaborative environment.
- Effective communication and interpersonal skills, including clear written and verbal solution delivery.
- Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools.
EEO
Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.
Email: [email protected]
CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf
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