Technical Support Specialist, Degreed

• 1-3 years of experience in technical customer service/technical support or help desk support
• Professional fluency in English and French including speaking, listening, reading, and writing skills
• Proven ability to learn new software quickly for the purpose of supporting end users
• Effective use of listening skills to develop an understanding of client inquiries and problems
• Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
• Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product

Desirable

• This role reports to a Manager, Technical Support
• Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently
• Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate
• Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then research possible resolutions before implementing the best solution to meet the specific situation
• Stay current with product updates, system changes, and customer support team procedures and best practices
• Assisting in the onboarding of new team members
• The ability to work rotating weekend shifts as needed