Technical Support Specialist

Summary

Join a passionate US team at a leading educational video company as a Technical Support Specialist. This 20-hour per week, 5-month contract position offers remote or on-site work in Charleston. You will provide exceptional technical support to customers, conduct live Zoom programs, and manage program data. The ideal candidate possesses strong customer service and technical skills, along with the ability to work independently and collaboratively. This role offers opportunities for professional development and a supportive work environment.

Requirements

• Minimum of two years customer and technical support experience
• Ability to provide technical support in a non-technical manner to suit your audience
• Excellent customer service and communication skills
• Ability to prioritize workload and cases, and take ownership of your tasks
• Ability to work in a team environment as well as being self motivated and self-managed
• Develop and maintain trusting, productive working relationships with internal and external stakeholders/customers
• Solutions-driven with the ability to identify customer needs through questioning techniques, product usage analysis and the application of standard processes

Responsibilities

• Run daily live Zoom programs for customers, including session preparation, facilitation, and participant engagement
• Provide technical support to our customers, assisting with platform access, troubleshooting issues, and guiding them through features
• Provide post-program support to our customers through editing video recordings and uploading to our platform
• Data management (e.g., daily program registration management and attendance data), data entry, and managing the day-to-day of program updates and schedules

Preferred Qualifications

Experience of working with and technically supporting SaaS products

Benefits

• Paid leave - 20 days paid annual leave, paid sick leave and extra paid Wellbeing and Volunteering leave
• 401k match and Platinum health insurance - (80% coverage) with vision and dental included
• Flexible working - to accommodate hours and arrangements and ability to work remotely from a different location for up to 100 calendar days per year
• Learning and Development budgets - access to LinkedIn Learning, along with professional opportunities made available to all our teams, so you can continue growing to be the best you
• Wellbeing Policy - with access to EAP and wellbeing apps, we put your mental health and wellbeing at the forefront of what we do