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Client Support Representative II
Blackboard Inc.
Provo, UT, United States
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Client Support Representative II
Provo, UT
With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company. Key Objectives
The Blackboard Community Engagement products are mobile and communication solutions specifically designed for K-12 education. The Client Support Representative provides technical support to and acts as a central point of contact for our clients, and is responsible for developing and maintaining solid client relationships. Primary responsibilities include investigating, testing, and resolving technical support issues, and communicating and supporting feature updates and developments. Also:
• Contribute to client retention by attaining the client satisfaction rate with Technical Support set by the company by:
◦ providing first response times to support requests in under 1 hour
◦ responding professionally and accurately to client questions
◦ resolving non-escalated support cases within 2 business days
• Contribute to client adoption by consulting on best practices, product use, and community interaction through the programs
• Contribute to new client acquisition by providing the highest level of industry customer support
Essential Functions
• Product support for clients
• Entry-level troubleshooting and case resolution
• Entry-level data consultation
• Investigating client data issues
• Data Entry using the current CRM software
Professional Qualifications
• Customer support/service experience
• Familiarity with Database Management
• Understanding of the differences between various web browsers
Knowledge, Skills, and Abilities
• Client-oriented
• Knowledge of the Internet, World Wide Web, and web design
• Skill to use a personal computer and MS Office Products
• Capable of creative, “outside of the box” thinking
• Knowledge of modern office procedures and methods
• Knowledge of modern business communication standards, styles, and formats
• Ability to establish priorities, work independently, and proceed with minimal supervision
• Ability to handle and resolve recurring problems
• Strong verbal and written communication skills
• Strong interpersonal skills
• Attention to detail
• Self-starter
Required Experience
• College degree.
• One to two years related experience preferred.
Core values to be supported
• Integrity
• Leadership
• Innovation
• Commitment
Performance Measures
• Support call productivity
• Customer satisfaction ratings as determined through support feedback surveys and client communications
• Accurate, timely and thorough documentation of support case steps and resolution
• Adherence to project deadlines
Time, Attendance and Physical Requirements
• Extensive telephone and computer work requiring prolonged periods of sitting, hearing, seeing, and writing
• Office hours: Monday – Friday, 6:00am – 6:00pm MST (per Standard Customer Support Package) Varying 8 hour shifts available.
• Participates in team rotation of paid on-call shifts. During this time, support calls outside of normal business hours are forwarded to the team member’s company-provided phone.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
Location/Division: Provo, UT, USA Job Requisition: BB-1795