Technical Support Engineer

About the Opportunity

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  Provide customers with remote guidance and expertise to resolve technical problems.
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  Act as second tier end user contact and resolution.
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  Resolve customer reported issues using Pansophic provided access, tools, and technology.
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  Accurately documents user information, triage steps and resolutions or escalation notes.
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  Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests.
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  Follows knowledge base articles as a standard for resolving end user reported issues.
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  Works to identify missing or erroneous documentation for processes or knowledge.
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  Works with internal and external teams to ensure solutions provided are accurate.
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  Assist customers with account setup and application installations.
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  Provides escalations as necessary.
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  Create and maintain required documentation.
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  Ability to multitask on several initiatives simultaneously to meet business needs.
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  Ensure concise and clear written and verbal communication.
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  Adhere to establish standards.
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  Deliver outstanding human centric customer service through all support and operational efforts.
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  Perform other duties as assigned.

About You:

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  Must have strong knowledge of service desk operations, standard processes, and technologies.
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  Experience with Microsoft Active Directory or Google Workspace basic administration.
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  In-depth knowledge of Windows Desktop OS and Chrome OS.
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  Must be a team player and be flexible for occasional shift changes or modifications.
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  Ability to quickly assess and troubleshoot customer issues.
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  Ability to work remotely in a fast paced, high stress environment.
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  Bachelor's degree or equivalent experience
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  Highly organized, able to multi-task, with a high attention to detail and ability to prioritize.
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  Patient and active listener
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  Ability to pass federal and state criminal background checks (FBI/BCI)
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  Confident, high-energy, self-motivated and a true team player
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  Accountability and personal organization are essential.
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  Experience in customer facing roles is required.
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  Effective communication skills using phone, video calls, chat, and ticket updates.
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  Strong customer focus with empathetic approach
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  Good interpersonal skills handling customer escalations.

Our Benefits:

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  Paid time off
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  Retirement contributions
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  Optional Basic Life and AD&D insurance
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  Voluntary life insurance (employee, spouse, child)
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  Discounted childcare at Early Learning Academies locations

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  Medical, dental, and vision insurance
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  Employee Assistance Program
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  Voluntary short-term disability insurance
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  Voluntary long-term disability insurance

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  Career advancement opportunities throughout Pansophic Learning and our strong network of 4,000+ instructors and education professionals

EQUAL EMPLOYMENT OPPORTUNITY