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Client Support Representative II
Blackboard Inc.
State College, PA, United States
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Client Support Representative II
State College, PA
With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company. Blackboard helps shape the future of education by delivering technology and services solutions that transform the learning experience. We continually innovate to better enable educators, parents, and learners of all types to teach, learn, connect and communicate whenever they want and wherever they are. We partner with educational institutions globally in the higher education, K-12 and professional education markets to improve the education experience both inside and outside the classroom by facilitating access to information, enabling stronger student engagement and collaboration, enhancing communication, and supporting student safety, success and institutional effectiveness. Most importantly, we help every student achieve their full potential through access to lifelong learning.
General Purpose
The Client Support Representative II handles ongoing client support, providing clients with consulting regarding Blackboard web-based applications, content management and best practices. He/she is one of the primary support contacts for all client support requests. Specifically, the Client Support Representative II is responsible for handling incoming client support requests via phone/email/web portal, providing consulting and entering all client support cases into the Blackboard CRM. The Client Support Representative II will follow entry-level troubleshooting procedures, provide general consulting and will log all comments and steps taken to address or resolve the support case. The Client Support Representative II may be required to assist with content migration consulting projects for clients.
Key Objectives
• 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 web site
• 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 web site consultation
• Data Entry using the current CRM software
Qualifications, skills and traits required for success in this role
• Customer support/service experience
• Familiarity with HTML and CSS code
• Understanding of the differences between various web browsers
• Entry-level knowledge of JavaScript a plus
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
• Ability to troubleshoot HTML and CSS at an entry level
• 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 with courses in technical curriculum.
• One to two years related experience or equivalent combination of education and experience.
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 Inc. is an equal employment opportunity 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: State College, PA, USA Job Requisition: BB-1788