GENERAL SUMMARY:

As part of the JCR customer technical support team, this position will provide senior level technical support for customer-facing applications for our Publications, Education and eProducts business units while delivering a great customer experience and achieving high overall customer satisfaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

1. Provides senior level support for customers on JCR products, with responsibilities including but not limited to, creating customer support cases, logging issues with product lines, technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and case status.

2. Support product implementation of customers by guiding end users to onboarding and training resources as well recommending official trainings and tools as necessary.

3. Customer account support and management: Registering users, assigning product subscriptions, content access and license assignments, monitoring notifications, and reconciling customer accounts.

4. Directly communicates with the customer in all mediums (via phone, live chat, forums, email, remote desktop) throughout the tier 1 customer issue life cycle, escalating issues to tier 2, as appropriate and using official process.

5. Achieves a high level of customer satisfaction by providing a high level of customer service, with demonstrated analytical and problem-solving skills.

6. Manages and maintains the application support knowledge base, writes/updates internal resource guides, email templates and policies.

7. Becomes familiar with product functionality and customer experience of JCR products before launch (and subsequent upgrades) in order to understand customer expectations as well as reports bugs, enhancements and usability issues to the product lines.

8. Help train new employees and temp workers.

9. Assist leadership in other team and business-related matters such as running statistics, reporting, development of training material, etc.

10. Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED OR DESIRED:

1. Bachelor’s degree or equivalent is required.

2. Superior organizational and customer service skills required for providing customer service and support for Web based commercial software.

3. Minimum 5 years customer service experience, with a focus on web application support preferred: Salesforce or Remedy Help Desk Ticketing System a plus.

4. Strong written skills. Minimum 3 years’ experience moderating technical support forums and using chat technologies like Skype, MS Teams, etc. Experience working with live agent chat a plus.

5. Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels. Must be able to own customer issues, push for resolution and keep the customer informed along the way.

6. Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it

7. Spanish language proficiency is a plus.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position.  The description is not an exhaustive list of all duties, responsibilities, knowledge, skills and abilities, and working conditions associated with this position.  All requirements are subject to possible modification due to business needs and/or reasonable accommodations for individuals with disabilities.