Technical Support Specialist

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$60,000 - $70,000 a year

Full-time

• 401(k) 4% Match
• AD&D insurance
• Health insurance
• Paid time off
• Vision insurance

Tremendous opportunity to benefit Educators, Parents, and Students - the Leaders of the Next Generation!

Gradelink® produces an award-winning online school administration system that connects students, parents, teachers, and school administrators.

Our solutions equip schools with cutting edge administrative tools like academic reporting, financial billing, teacher grade books, standards assessments, parent access, attendance tracking and more, all via the web. Our goal is to offer the education market an indispensable, user-friendly experience with the best customer support in the industry.

As a software provider serving schools nationally since 2002, we've cultivated a close-knit, positive, team-oriented work environment. We are growing and are looking for a support representative to join our team.

• Do you enjoy helping people, enthusiastically resolving their support issues?
• Are you comfortable dealing with a range of technical skill levels?
• Are you eager to learn and grow your skills?

If so, we’d love to talk to you.

We see customer support as more than just problem solving: it's an opportunity to empower users, build client relationships, create raving fans, and have fun along the way.

Job Overview:

This fast-paced position includes a lot of phone and email time working with clients in our web application. It also provides exposure to a variety of web technologies with opportunities to further develop professional skills as-needed within the company.

Responsibilities:

• Learn our system inside-out; training provided
• Answer clients’ inquiries via phone, emails and/or chat. Gather appropriate information regarding client issues
• Train clients in using various aspects of our software
• Assist clients in troubleshooting; elevate calls to Tier 2 support, as needed
• Timely resolution of issues, following up with clients to ensure satisfaction
• Collaborate with other team members to resolve complex technical issues
• Assist with documentation; test new products/feature updates
• Other duties as assigned by the support manager
• Proactively provide feedback regarding potential improvements

Qualifications:

• Minimum 2 year computer/customer support experience
• Eagerness and aptitude to learn new technology skills
• Strong integrity and work ethic
• Proficiency in basic Microsoft Excel
• Excellent problem-solving skills and attention to detail
• Strong communication and customer service skills
• Understanding of HTML & web graphics a plus
• Understanding Photoshop a plus
• Previous experience in education a plus
• Pre-tax Health Savings Account (HSA) and Flexible Savings Account (FSA), both health and dependent care
• Life/AD&D Insurance
• 401(k) with 4% company matching
• Friendly team setting with a casual office environment
• Exciting startup-like environment with a stable and growing client base

Full-time

$60,000.00 - $70,000.00 per year

• Are you able to commute to Foothill Ranch, CA for this on-site position?

• Customer service: 2 years (Preferred)

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