TECHNICAL SUPPORT SUPERVISOR Job at School Specialty, LLC
People Passion Purpose
Everything School Specialty offers is designed for one purpose – to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.
We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
Transforming more than classrooms.®
Benefits
School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), PTO, Promise Hours dedicated to volunteering, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more!
TECHNICAL SUPPORT SUPERVISOR
This position is responsible for managing the technical support associated with School Specialty’s digital products. That support can include order entry and fulfillment, Tier 1, Tier 2, and Tier 3 technical support, governance of the Help Ticket platform and the timely responses our customers require, and oversight to the knowledge base of articles within TL’s digital product Help Center.
The base annual salary range for this role is $75,000 - $82,000, and is based out of the candidates home office.
Essential Functions
- Oversees Curriculum Tech Support team and Rostering Specialists.
- Supports training specialized CSRs on how to perform essential functions associated with the digital support.
- May be asked to support the Director of Fulfillment, Service, and Implementation in establishing and reviewing performance goals using appropriate metrics.
- Support TL’s Digital customers with Tier I, Tier II, and Tier III levels of technical support.
- Provides governance of the help ticketing platforms and timely resolution of all support tickets.
- Manages escalated tickets to 3rd party vendors and contractors
- Manages workflow of customer-facing (internal and external) service cloud cases
- Oversees the creation and maintenance of TL’s knowledge base of articles within the digital product platform
- Oversees license management for our digital products.
- Provide information in response to inquiries about products and services; handle, escalate, and resolve complaints.
- Assist with other projects as necessary or as directed.
Minimum Experience Requirements
- 2-4 years’ experience supporting customer digital implementations and ongoing needs.
- Above average knowledge of Microsoft Office products and high comfort level with technology
Preferred Knowledge and Skills
- 5+ years’ experience supporting customer digital implementations and ongoing needs.
- Above average knowledge of Microsoft Office products and high comfort level with technology
Disclaimers
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- School Specialty, LLC. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.
- We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
- If you need a reasonable accommodation for any part of the employment process, please contact us by email at Opportunities@SchoolSpecialty.com and let us know the nature of your request and your contact information.
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