Primary Support Representative

Lexia Learning - Remote - Full time

We are Lexia Learning, a Cambium Learning® Group company.

Lexia Learning, a Cambium Learning® Group company, is the structured literacy expert. For over 35 years, the company has focused solely on literacy, and today, provides a full spectrum of solutions for both students and teachers. With robust offerings for differentiated instruction, personalized learning, assessment, and professional learning, Lexia helps more learners read, write, and speak with confidence.

Voyager Sopris Learning®, a part of Lexia, is an education partner committed to unlocking the full potential of every teacher and every student.

We believe that the best way to meet and exceed standards in education is to address the underlying systems of teaching and learning, and to nurture those systems at their most fundamental levels. Our programs and services are based on research and classroom evidence, ensuring they are easy to implement, teacher friendly and effective. We offer a variety of digital and blended instructional tools, programs, and professional learning, all of which are designed to help every teacher deliver nothing short of the highest-quality instruction to every student.

Job Overview: The ideal Customer Support candidate has 2+ years of experience and is someone who is flexible, customer-focused, pragmatic, and able to balance multiple tasks. This position is full-time, Monday through Friday with hours 12:30pm - 9:00pm EST. Location: We are a remote first organization. Remote, US.

Job Responsibilities:

  • Provides technical support to customers via phone, chat, email, and other channels
  • Educating teachers and administrators on how to use Lexia Learning products
  • Create and update cases with customer inquiries via Salesforce
  • Troubleshoot application and access issues for customers as needed
  • Explaining reports and usage within Lexia Learning programs to customers
  • Report defects and feature requests to development team
  • Responsibilities as part of the Customer Success Team:
  • Expert on all Lexia products, and latest hardware, software, and networking technologies
  • Continually improves technical knowledge and service skills
  • Continually improves company knowledge of products and services
  • Works closely with internal teams to ensure great customer experience, including tracking and reporting on technical issues for customers
  • Has direct impact in making our customers successful through increasing their product knowledge and understanding

Job Requirements:

  • 2+ years of experience in customer service or technical support
  • Demonstrated phone and email skills successfully supporting customers, particularly with technical questions. Chat experience is a plus
  • Experience supporting Software as a Service, web browsers, networking principles, application support, hardware device support such as phone, tablet, laptop and desktops
  • Comfortable in a fast paced and changing environment
  • Ability to quickly learn new features and particulars of software applications
  • Excellent communication skills (written and verbal)
  • Demonstrated ability to work collaboratively
  • Ability to work with customers at all levels of technical expertise and provide support accordingly
  • Must be self-directed and pro-active
  • Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred
  • Ability to speak Spanish a plus

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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