Software Support Specialist Carnegie Learning
THIS JOB HAS EXPIRED Carnegie Learning?s Customer Support Department provides end user support for our suite of technology-based curriculum. We are looking for a highly motivated team member with experience providing end user support for both Macintosh and Windows platforms. The Customer Support Specialist is a highly visible position responsible for first and second-level technical support to our customers. It is critically important that the Support Specialist treats each contact with the care and handling deserved by a valued customer. The Support Specialist is the first-level contact for customer satisfaction regarding product support requests and is therefore responsible for meeting and supporting company goals of total customer satisfaction.
Key skills for this position include excellent written and oral communication skills, patience and a friendly demeanor. Previous experience supporting desktop and networked computers. Familiarity with client and network security software. Ability to multi-task and meet stated deadlines and commitments.
Answer, research, and resolve support requests via phone, email and web in a timely and friendly manner.
Log all customer correspondence in our customer relationship management database.
Work with our Development and Quality Assurance teams on new product releases and testing.
Answer any questions regarding the technical functionality of the software and/or installation process.
Provide regular reporting on status of support requests, outstanding issues, activities and achievements.
Provide 1st and 2nd level technical support to customer base via phone and email.
Troubleshoot technical issues related to installations or general use of software.
Maintain and update our online support resources.
Continually work to improve the effectiveness and efficiency of our support services.
Bachelors Degree in Computer Science, Information Science or a related field required with a concentration in Mathematics preferred.
Working knowledge of Windows, Macintosh and Novell operating systems.
A minimum of two years in a Help Desk/Technical Support environment preferred.
Ability to handle all support requests in a timely and friendly manner.
Excellent written and oral communication skills, patience and friendly demeanor required.
Analytical and problem-solving skills.
Ability to work scheduled shifts.
Seeing, hearing, listening, clear speech.
Able to type on a keyboard.
||1200 Penn Avenue |
Pittsburgh, PA 15222
THIS JOB HAS EXPIRED