Technical Support l

About The Role

• Providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.

What You Will Own

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2.
• Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base.
• Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers.
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved.

Key Responsibilities

• Providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.
• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2.
• Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base.
• Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers.
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved.

Requirements & Tech Stack

• Any relevant experience in an enterprise-level technical support environment.
• Solid problem-solving skills.
• Ability to work independently.
• Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients.
• Familiarity with front end debugging tools (inspector, console, network tool).
• Familiarity with web technologies such as SaaS, SSO, or APT.
• Some familiarity with relational databases and the ability to read and write basic SQL queries.
• Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues.
• Ability to work in a distributed team environment.
• Ability to prioritize and multitask daily work with frequent interruptions.
• Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues.
• Fluency in written and spoken English.

Preferred Skills And Experience

• Previous use of Blackboard Learn or similar LMS.
• Industry certification (A+, Linux+, CCNA, etc.).
• Data networking knowledge to include routers, configuration, and operation.
• Knowledge of CRM (Salesforce.com).
• System administration skills (MCSA, RHCSA certification).