Web Support Specialist

Triumph Learning provides a "total solution" for teachers. Ongoing success has created outstanding opportunities for skilled professionals to join us at our facility in Northborough, MA conveniently located close to Routes 9 and 495.

 

We are seeking a Help-Desk employee to interact with and support customers in troubleshooting technical and business issues through email, live chat, or telephone for a web-based educational product. 

 

Essential Functions:

 Initial point of contact for customers, to resolve web-based product technical and functional issues such as security problems, access issues, questions about the product, initial setup questions, etc. Act as liaison between our customers, our NYC offices, and third party web developers. Use MS CRM database to track, categorize, and follow up on issues. Assist with customer training on this product, and become expert in the product. Act as beta-tester for new, updated and modified products. Act as a product expert on all Triumph Learning web-based brands/products. Follow-up with customer to ensure customer satisfaction and problem resolution. Interact with customers, sales representatives, and product development to ensure timely and accurate resolutions/customer satisfaction. 

Job Requirements: 2-3 years experience of supporting web-based applications and/or complex e-commerce websites Excellent customer service skills with strong verbal, written, and interpersonal skills.Ability to work independently, to be proactive, solve problems, and take initiativeAbility to communicate complex technical problems in ''customer friendly'' language and assist our clients in maximizing their use of our products and services.General understanding in computer literacy and knowledge of PC and Mac platforms. Windows familiarity is particularly necessary.Knowledge of internet/browser settings in multiple browser programs.  Detail oriented and good organizational skillsFlexibility to multi-task and to adapt quickly to changes in assignment and priorities Excellent team-worker

Education:

- Minimum of an Associates or technical school degree preferred, with an emphasis on some field of IT
- HS diploma required.