Technical Support l

✨ What you’ll be working on

Our Customer Support team has a proven track record of delivering high-quality technical support to our customer base. As Technical Support I on our Tier 1 team, you will be responsible for 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

Required Skills and Experience

• 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)

Source: Company career page / ATS

Application: You’ll apply directly on the company’s website. Remote4Me helps you discover job opportunities but doesn’t handle applications or make hiring decisions.