Technical Support Specialist at Kiddie Academy in Abingdon, Maryland

Job Description:

JOB SUMMARY:  Technical Support Specialist

Kiddie Academy® Educational Child Care has been preparing young minds for future success since its founding in 1981. With more than 245 independently owned franchises throughout the United States, Kiddie Academy provides quality educational child care for children ages 6 weeks to 12 years. Kiddie Academy was ranked #7 on the 2019 Forbes list of Best Franchises to Buy. In 2018, Kiddie Academy was recognized as one of the fastest- and smartest-growing franchise companies in the nation by Entrepreneur and Franchise Time magazines. Locally, we were ranked by the Baltimore Business Journal as #18 on its list of Top 100 Private Companies and #28 on its list of the Top 50 Fastest-Growing Private Companies in Greater Baltimore. 

Kiddie Academy® is looking for a Technical Support Specialist to join our team. In this role, you will be providing direct technical support for corporately-created software and intermediary support for third-party software and systems to the Kiddie Academy franchise system. The ideal candidate is passionate about delivering an exceptional, high-touch customer service experience.   

This is a position with a stable, growing company offering long-term career opportunities, competitive pay, excellent health care benefits, 401K matching, life insurance, continuing education, awesome new technology, and more great perks. To apply, please submit your cover letter and resume with this application.

ESSENTIAL FUNCTIONS

• Deliver exceptional, high-touch customer service


• Conduct technical support through multiple support channels including phone, email, live chat, and remote support tools


• Diagnose software and hardware problems from a diverse technical population


• Assist with the rollout and configuration of new software systems


• Learn and support multiple systems


• Gather customer feedback for inclusion into the software development process

ADDITIONAL RESPONSIBILITIES

• As needed, provide technical support for corporate employees and systems


• Assist with training, configuration, and maintenance of corporate systems


• Perform other similar or related duties as necessary

QUALIFICATIONS

• Bachelor’s degree in Information Technology or a related field, or 5+ years of demonstrated technical support experience


• Excellent communication and organization skills


• Critical thinking skills and solid judgment


• Demonstrated relationship-building skills


• Experience supporting remote locations

TECHNICAL QUALIFICATIONS

• 2+ years of technical support experience with a Bachelor’s degree or 5+ years of technical support experience otherwise


• Demonstrated experience with support ticketing tools


• Experience supporting Windows-based, web-based and mobile environments


• Strong grasp of current technologies and platforms