Remote Job Description

Coursedog is looking for a new team member to join our Support Team who will exhibit high energy, deep product understanding, technical skills, and a drive to get things done. We are looking for a team player with excellent organization and communication skills to handle customer service inquiries concerning Coursedog’s products. 

You will act as a primary point of contact for functional and technical support for our customers and will work with Coursedog's customer success, product, and engineering teams to resolve issues, and share customer feedback to drive improvements. As a Technical Support Analyst, you will be immersed in Coursedog's fast-paced environment and will be expected to proactively contribute suggestions and tangible artifacts centered around making our customers more successful.

Key Responsibilities

  • Respond to incoming customer inquiries (technical and functional) about Coursedog products.
  • Deliver excellent customer service in order to resolve customer issues, questions, and concerns, build confidence and retain relationships.
  • Work with Data and Product Engineers to resolve technical issues reported by customers.
  • You will be communicating via support tickets (primarily inbound via Freshdesk), but in the future potentially expand to phone and chat.
  • Achieve productivity-related targets including support tickets processed, average response time, the average time to close, customer satisfaction, etc.
  • Demonstrate ability to accurately gather information and document customer issues to communicate to other teams.
  • Actively contribute to our Help/Knowledge Center by working with the User Education Team to improve knowledge and address knowledge gaps.
  • Investigate and analyze issues by ask probing and root cause analysis questions, documenting step-by-step replication, and escalating to appropriate team.
  • Review the client processes, their system configuration, and prior documented decisions and make suggestions as to the resolution.
  • Document issues with screenshots and clear, concise notes for efficient cross-functional communication to determine and resolve issues.
  • Engage and track the progress of cross-functional teams - write up the issue and raise it to the Product Engineering or Data Engineering team and then track it through resolution, keeping the customer updated on progress and ETA throughout.
  • Test any fixes or suggestions - on the client’s staging environment.
  • Identify resolutions in Product or Integration Configuration while determining any downstream impacts.
  • Introduce Product or Integration Configurations to Production after verification in QA/Staging and confirm resolution.

Required Competencies (Knowledge, Skills And Experience)

  • Strong understanding of Internet principles, terminology, and functionality.
  • 2-5+ years of technical support or IT experience interfacing with external clients.
  • Administrative knowledge of Enterprise Systems.
  • Understanding of client/server technology, SSO, JSON, and Web Services.
  • General experience troubleshooting where data is synchronized across multiple systems.
  • Ability to think on your feet and multi-task
  • Strong analytical and problem-solving skills.
  • Ability to identify downstream implications of configuration decisions
  • Customer-facing experience (you have dealt with customers directly, and you are a "people-person" who knows how to talk to clients).
  • Extreme attention to detail.
  • Experience with Quality Assurance testing in software development lifecycle
  • Preferred BS in Computer Science, related technical degree, or equivalent work experience.
  • Understanding Student Information Systems and Databases is a plus.
  • Familiarity with APIs and API tools (e.g. Postman, cURL) a strong plus
  • Certifications (i.e.S, CCNA) are a plus.