Senior Product Support Supervisor page is loaded Senior Product Support Supervisor Apply locations Remote time type Full time posted on Posted Yesterday job requisition id REQ-3379 Job Overview: With a work environment that encourages and nurtures creativity, great ideas take flight and become products and services built from the bottom up. Working for Lexia Voyager Sopris, a division of Cambium Learning Group Inc., means that your opportunities are limitless.
There's an amazing energy here. It's the feeling that we're doing something unique, unexpected, and beneficial, and it permeates everything we do.
We are dedicated to helping people change their lives through the power of language and literacy education. Join our passionate, energetic, and international team and add your talents to Who We Are!
We are seeking an experienced Support Supervisor for the Senior Product Support Team.
Location: Remote, USA
Job Responsibilities: Responsible for case queue management and workflows to assure the best possible customer experiences
Assists with mentoring and coaching fellow support team members continually providing feedback, helping assure team's adherence to quality standards
Thinks strategically about customer needs and advocates on the behalf of customers to fix defects, communicate new feature requests and improvements for the user experience, etc.
Attends product triages when needed and works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
Manages customer experiences and case escalations
Collaboration with internal and external teams on knowledge bases, templates, customer-facing documentation, training materials, and creating training sessions
Provides exemplary technical customer support to customers via phone, chat, email, video conferencing, and other channels
Provides technical support including product support, networking, hardware/software, and other technical trouble-shooting
Expert on all Lexia products, and latest hardware, software, and networking technologies
Continually improves technical knowledge and service skills
Continually improves company knowledge of products and services
Has direct impact in making our customers successful through increasing their product understanding
Job Requirements: Minimum 2-5 years experience in technical customer support
Excellent communication skills, both written and verbal
Superb service and technical skills
Excellent collaborator
Comfortable in a fast paced and changing environment
Bachelor's degree or equivalent experience
Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops
Ability to work with customers at all levels of technical expertise and provide support accordingly
Familiarity with case tracking and customer relationship management software (preferably Salesforce)
Education or EdTech experience preferred
We Are Customer Success We put the customer at the center of all we do. We are the troubleshooters, the problem solvers, the virtual tour guides, the motivators, the techies, and the literacy and language experts who partner with you to achieve your goals and ensure optimal student outcomes. Our passion is to make the customer experience the very best it can be. Are you ready to make Customer First your mantra?
To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/
An Equal Opportunity Employer We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability. About UsSimplicity - Across all our teams and all areas of our business, we create simplicity, making things easier and more clear for all those we work with.
Certainty - We continually strive to eliminate doubt, delivering solutions, services and communications that our customers know they can count on.
Now - We understand the need to make a difference not only for the future, but for today, and our people are committed to making the most of each moment we spend serving our customers.
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