Associate Technical Support I - Remote

Overview

The Associate Technical Support I role involves providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email, as part of a dedicated Customer Support team.

In Short

• Provide technical support to customers using Blackboard LMS.
• Document customer issues and escalate as needed.
• Draft and publish product bugs/fixes.
• Represent the Customer Support department in meetings.
• Deliver outstanding customer service in every interaction.
• Work independently and in a distributed team environment.
• Participate in a rotating on-call schedule.
• Identify key trends and diagnose technical issues.
• Required US Citizenship and fluency in English.
• Familiarity with debugging tools and relational databases.

Requirements

• Experience in enterprise-level technical support.
• Solid problem-solving skills.
• Excellent oral and written communication skills.
• Familiarity with front-end debugging tools.
• Knowledge of web technologies like SaaS and SSO.
• Basic SQL knowledge.
• Ability to analyze information and follow a playbook.
• Ability to prioritize and multitask.
• Ability to work in a distributed team environment.
• US Citizenship required.

Benefits

• Competitive salary range.
• Diverse and inclusive work environment.
• Opportunities for professional growth.
• Flexible working conditions.
• Access to a global EdTech ecosystem.