Technical Support Specialist

Accelify - New York, NY - Full time

We are a leading special education technology company seeking a Technical Support Specialist with excellent communication skills. You will be the primary customer support specialist for our clients nationwide. This is an exciting opportunity for a smart and motivated individual looking to advance their career, and at the same time, make a difference for special education students.

Responsibilities:

Account Management Support: Support Account Managers with day-to-day client management, including providing end-user technical/customer support and one-on-one web-based system trainings.

  • Provide technical support to system end-users via phone, live chat, and email.
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions using help desk software
  • Identify and escalate issues requiring urgent attention
  • Track issues and requests-Inform management of recurring problems 
  • Stay current with system information, changes and updates-Perform system testing as needed
  • Implementation Support: Create and produce training materials and support documentation for new client implementations; conduct on-site and web-based system trainings for new clients.
  • System Maintenance: Perform database updates (imports); setup system configurations; run reports; data entry (as needed).

Required Skills:

  • Exceptional customer service and project management skills.
  • Demonstrated creative problem-solving approach and strong analytical skills.
  • Strong communication and organizations skills, with the ability to manage multiple projects and clients simultaneously.
  • Independent time management skills.
  • Ability to travel to clients as necessary.
  • Knowledge of Microsoft Office--Word, Excel, Outlook

Preferred Skills:

  • Passion for education, technology and sharp business savvy.
  • Prior experience providing a similar help-desk/customer software training and support or experience in the classroom.

To apply, please send cover letter and resume to careers@accelify.com

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Role

Customer Implementation / Customer Success

Experience Level

Entry Level

Accelify

Are we living up to the promises made to special education students? Accelify’s mission is about helping schools answer this question and providing them with tools to make sure the answer is – Yes.

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