Associate Technical Support Engineer

Overview
This role, under the general guidance of a supervisor and manager, provides technical support for our award-winning K-12 software systems. The position delivers solutions-oriented technical assistance with a strong emphasis on customer service, aiming to maximize customer satisfaction. The ideal candidate will gain proficiency in all aspects of the application software to effectively analyze, troubleshoot, diagnose, and resolve system or software-related issues. Communication with customers will primarily occur through telephone and internet-based methods, including email and chat.

Responsibilities
Key duties and responsibilities include, but are not limited to, the following. Reasonable accommodations can be provided for individuals with disabilities to perform these tasks:

• Respond to, evaluate, and prioritize customer inquiries received via phone, email, or chat regarding issues with hardware, software, networking, and other related technologies.
• Identify problems, conduct research, provide solutions, and follow up with customers as needed, escalating complex cases to the appropriate team when necessary.
• Log and track support requests in the problem management database while maintaining detailed records and documentation.
• Prepare standard statistical reports, such as help desk incident summaries.
• Collaborate with programmers to clarify software errors and recommend program adjustments.
• Test software and hardware to assess usability and ensure products support user needs effectively.
• Perform other duties as assigned.

Qualifications
To succeed in this role, candidates must meet the following qualifications and be capable of performing the core responsibilities satisfactorily:

• 0–2 years of experience in a technical support role.
• Proficiency with Microsoft Office Suite.
• Experience with Salesforce is preferred.
• Prior experience with CRM tools is a plus.
• Strong attention to detail and ability to manage time effectively.
• Excellent oral and written communication skills.
• Outstanding customer service and conflict resolution abilities.
• Ability to manage a high volume of work, multitask effectively, and adapt to frequent changes in priorities and schedules.
• An associate degree or equivalent work experience is required.