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Customer Technical Support Specialist

Learning Tree International
Herndon, VA
  • Expired: May 05, 2022. Applications are no longer accepted.

Customer Technical Support Specialist

Reports to: Technical Delivery Operations Manager (North American Operations)

Location: Herndon Office

Status: Non-Exempt

Basic function:

This position is responsible for assisting the Learning Tree AnyWare virtual events by providing support both to instructors and remote attendees. Any troubleshooting and assistance are completed prior and during their course attendance, ensuring a quality and successful course experience for each remote attendee/instructor. Activities include managing attendee/instructor tickets, calls, email, and chat correspondence. In addition to responding to reported hardware, software, course material issues, and all support of remote attendees/instructors. The incumbent will maintain a close working relationship with all departments within Learning Tree International departments and Operational Units to ensure quality support for attendees/instructors.

Essential Functions and Responsibilities:

  • Provide assistance regarding technical requirements for setup and/or running of Learning Tree International courses employing AnyWare.
  • Provide quality customer support and technical assistance to remote attendees/instructors.
  • Ensure that all customers requesting assistance or information are immediately answered, that problems are referred to the appropriate individual(s) by trouble ticket and that individual(s) designated take prompt action.
  • Rotating on call support for onsite instructor setups.
  • Work towards meeting team, department, and company OKR goals as established.
  • Other duties as assigned.
  • Ability to comply with COVID-19 vaccination requirement for government contractors.
  • Ability to work in a hybrid work model which includes working in the Herndon office two days per week or as needed based on project assignments.

Qualifications and skills:

  • Minimum of high school diploma, Bachelors degree preferred.
  • Experience with Adobe Connect is highly desirable.
  • Minimum 1-3 years experience as a technician or help desk position. (Experience in a call center and/or ticket taking environment preferred)
  • Excellent customer service skills required. Candidate must be capable of working with minimal supervision and demonstrate superior team skills.
  • Ability to multi-task.
  • This person must be able to perform in a fast paced, high-volume environment.
  • Exceptional verbal and written communications are needed.

Competencies:

Excellent customer service skills, verbal, and written communication skills





PI178880326

Learning Tree International

Address

Herndon, VA
22070 USA

Industry

Business

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