Customer Support Engineer

Lexia Learning - Concord, Massachusetts - Full time

We Are Lexia Learning

Lexia Learning, a Rosetta Stone Company, is a highly respected developer of technology-based reading programs for all students in Pre-K–Grade 5 and at-risk students in Grades 6–12. Together, Lexia and Rosetta Stone provide the most extensive suite of products to help students learn to read and speak English. 

Lexia’s Customer Success team is seeking an experienced Senior Support Engineer to handle our customer's trickiest technical issues and work with our Product and Development teams to continually improve Lexia products. As a member of our Senior Support team, reporting to the Director of Support and Customer Care, this person will divide their time between working directly with customers, reproducing and documenting customer issues, acting as a mentor for our Primary Support team, and collaborating with the Senior Support, Product, and Development teams.

You Are a Senior Support Engineer

  • Responds to direct Lexia customer requests, via phone, email, and chat for technical support with Lexia products
  • Does in-depth technical troubleshooting and thinks strategically about customer needs
  • Mentors Primary Support team members
  • Handles escalated customer requests
  • Champions Lexia customers by reproducing and reporting bugs and requesting features from our customers’ point of view
  • Learns all Lexia products, in depth, in order to explain them to customers, both external and internal
  • Works with customers to carry out complex data integrations
  • Works with customers to comprehensively troubleshoot network issues
  • Works closely with our Product and Development teams to diagnose and prioritize customer issues
  • Continually seeks to improve technical knowledge and service skills
  • Continually seeks to improve Lexia’s understanding of and service to its customers
  • Has a direct impact in making our customers successful through ensuring the voice and perspective of the customer is heard and improving our products based on that perspective

Minimum Requirements

  • Minimum 5 years experience in technical customer service
  • Superb communication skills, both written and spoken
  • Strong knowledge of Software as a Service, HTML5, webGL, network technologies, SQL, Excel
  • Strong knowledge of technical issue reproduction and reporting
  • Excellent collaborator
  • Empowering mentor
  • Familiarity with case tracking and customer relationship management software
  • Familiarity with Agile Product Management
  • Master’s degree or equivalent experience
  • Education or EdTech experience preferred

At Rosetta Stone we speak, learn, and interact differently, we embrace and thrive on these differences! We deeply benefit from the diversity that each individual has to offer. We are dedicated to fostering a culture that celebrates unique backgrounds, ideas and experiences. Rosetta Stone is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, pregnancy, veteran status or any other status protected by federal, state or local laws.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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