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Istation Customer Support - Level 1 Analyst in Dallas, Texas

Founded in 1998 and based in Dallas, Texas, Istation (Imagination Station) has become one of the nation’s leading providers of richly animated, game-like educational technology. Winner of several national educational technology awards, the Istation program puts more instructional time in the classroom through small-group and collaborative instruction. Istation’s innovative reading, math, and Spanish programs immerse students in an engaging and interactive environment and inspire them to learn. Additionally, administrators and educators can use Istation to easily track the progress of their students, schools, and classrooms. Istation now serves over 4 million students throughout the United States and several countries.

We are looking for a Customer Support Level 1 Analyst to provide technical support by phone, email, or chat. You must be prepared to support the customers’ ability to do business rather than simply providing software support. The job scope includes trouble-shooting and solving issues of diverse scope related to the Istation program running on multiple operating systems (Windows, iOS, Chrome and Mac) and networks. The scope of work can consist of guiding customers through authentication issues, account management questions, etc.

Main Duties and Responsibilities

  • Provide first-level technical support for the program (via phone, email or chat)

  • Respond to, and resolve, technical end-user incidents and requests within a timely manner

  • Maintain ticket queue, which includes following up with end-users to provide status updates as per service level guidelines in a timely manner. Expectations are within 24 hours in most cases.

  • Resolve first-level issues while escalating complex and/or high priority problems to the appropriate support groups for resolution with detailed documentation

  • Maintain high level of customer satisfaction, which will be reflected in customer surveys/observations

  • Take full ownership and control of a problem or issue with minimum supervision

  • Compose clear and concise issue/problem documentation with all required data that is customer friendly and empathetic

  • Communicate with customers in an empathetic tone regardless of their technical aptitude

  • Exercise judgment within defined procedures/practices and determine appropriate action

  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management

  • Work collaboratively with people interdepartmentally, and across the organization

  • Manage priorities – ability to recognize and act on factors that create priorities

  • Meet monthly department goals which include quality, knowledge and customer satisfaction ratings

  • Thoroughly understand support principles and techniques related to job responsibilities

  • Show initiative and take an active leadership role

  • Be dependable by adhering to scheduled start and end time of shifts which are directly tied to the needs of our customers- subject to change based on need

  • Be adaptable if business needs require a change in the type of technical support you are providing (moving modalities of support: chat/phone/email, etc.)

Required Skills

  • Excellent customer service skills by being empathetic, and warm with our customers.

  • Working knowledge of Windows operating systems

  • Use of good grammar, punctuation, and sentence structure

  • Familiarity with MAC, iOS and Chrome operating system

  • Basic office skills (Word, Outlook, Excel, general database)

  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

  • Solid analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems

  • Sound understanding of customer support, operations, and processes

  • Proven customer service management skills

  • Exceptional written & verbal communication

  • Strong desire and enthusiasm to serve customers

  • Ability to learn and effectively utilize Customer Support tools/resources

  • Proactive in learning new versions, products, modules

Preferred Experience

  • Previous teaching or instructing experience

  • Minimum of 1 year experience working in an IT Service Desk/inbound Call Center environment

  • Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred

  • Certification in relevant IT products/technologies a plus

  • Experience using Salesforce to manage and track cases preferred

Required Experience

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