Job Details
Technical Customer Support
Posted: 10/13/2021
Position: Full Time
About This Job:
Learning Genie Inc is a fast-growing education-technology company in Carlsbad, CA. We have been featured on ABC 10 News and San Diego Business Journal. The pace in Learning Genie sales is fast and the landscape we’re playing in is ever-changing. We’re looking for an innovative, self-driven individual to match.
We are looking for a passionate technical support specialist to provide technical assistance on SaaS software, provide product improvement feedback, and craft experiences that make customers more productive and successful. The ideal candidate will be self-motivated, entrepreneurial-spirited, love problem solving, and care about customer's success. We are a fast-moving fast-growth startup, and we expect our team members are willing to go the extra mile to help improve the SaaS product and deliver better services to our educator customers.
Roles & Responsibilities:
  • Using Zendesk Ticket System, Internal IT infrastructure tools, as well as Google Cloud computing and AWS cloud tools
  • Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
  • May involve inbound and outbound calls to troubleshoot for clients
  • Communicate across departments regarding key details associated with travel coordination and scheduling
  • 40-hour working week ( US time zone: 8 am - 4:40 Pacific Standard time; with 30-minute lunch)
Requirements & Qualifications:
  • Prior Technical Support Experience (2+ yr required) 
  • Prior Software Service Company Experience is a plus
  • Strong analytical and problem-solving skills
  • Professional oral and written communication in English.  (Spanish is a plus)
  • Open to change and receptive to feedback
Skills Required:
Customer Service
Customer Support Level 4
Technical Support Level 4
Phone Support Level 4