Technical Support Specialist at Ascend Learning, Inc. in Leawood, Kansas

Job Description:

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K. This is a full time role, on-site at our Leawood office. 

Job Overview

Ascend Learning is seeking a passionate Tech Support Specialist in our Leawood, Kansas office. This position requires a bright, customer service oriented individual looking to make an immediate impact on our dynamic and quickly growing business.  The Tech Support Specialist contributes to answering technical calls from internal and external customers, opening tickets for all issues and customer interactions, and responding to emails and customer chats in a timely fashion. This position also provides strategic cross-functional support and works with the Incident Management team to identify and remediate both internal and external website issues.

Responsibilities & Duties

• Answer technical customer phone calls in a timely and efficient manner


• Document all customer interactions


• Learn and gain a thorough working knowledge of multiple business under the Ascend umbrella


• Respond to tickets and customer emails as necessary, providing high levels of support through any contact method


• Collaborate with other departments within Ascend to provide thorough and comprehensive customer support


• Devise or modify department procedures to solve complex Technical problems


• Work with Desktop Support team to provide Tier 1 support for internal customers on items such as webmail, instant messenger, and browser support


• Develop internal and external documentation to be published in the company Knowledge Base


• Work with Incident Management team to report any customer or employee impacting Incidents

Required Skills

• 2+ years Technical Support experience


• Thorough understanding of PC and Microsoft Office applications


• Experience supporting the Mac operating system and applications


• Experience troubleshooting complicated technical problems


• Experience creating and updating technical documentation


• Strong customer service/communications skills


• Experience logging customer interactions in a CRM environment


• Highly motivated and ambitious with strong analytical skills.


• Ability to work well with a team and collaborate on group issues.


• Able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.


• Quickly listen, analyze, and diagnose customer technical issues. Provide appropriate feedback and recommendations to quickly resolve the problem.  Escalate any issue that cannot be resolved in a timely manner.


• Dedicated to meeting the expectation and requirements of internal business units and external customers, gets first hand customer information and uses it for improvements in products and services, acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect.


• Able to quickly analyze and resolve technical issues as well as document the experience. Able to alter focus quickly and support a variety of technical subjects in a relatively short amount of time.


• Ability to analyze the smaller components of a technical issue and use these to help identify larger trends. Able to thoroughly document all steps and interactions up to and including resolution.


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  We strive to provide best-in-class support of our customers and rely on strong team members with regular and predictable attendance and punctuality. This role is subject to attendance standards that enable that service.

  
  

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

Technology