Houghton Mifflin Harcourt · 2 days ago

CAS Tech Support Specialist

USA

Full-time

Remote

Entry Level

$40K/yr - $43K/yr

2+ years exp

Maximize your interview chances

ContentE-Learning

Insider Connection @Houghton Mifflin Harcourt

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Interact with customers through email, phone, chat and other contact channels

Troubleshoot, replicate and resolve incidents around software products, services, and reports

Solve user account challenges for all online products

Proactively identify potential challenges with platforms and products and recommend solutions that will resolve them

Document conversations with partners by recording clear, concise, accurate and detailed case notes for every interaction within the CRM

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportEdTech FamiliarityOperating Systems KnowledgeLearning Management SystemsStudent Information SystemsComputer Hardware KnowledgeWeb Browsers KnowledgeNetworking Methods KnowledgeRostering ExperienceTechnical Writing Skills

Required

H.S. diploma or equivalent

Strong Written and Verbal Communication skills

2 years in a support desk position and or experience supporting educators

High level of technical aptitude

Ability to communicate effectively about technical solutions to unexpected system performance, error resolution, rostering and access with both non-technical and highly technical customers and colleagues. You will translate technical information into everyday language for those with less technical expertise

Ability to quickly learn Internet-based applications

High level of comfort navigating internal support tools and conducting detailed searches for specific information

Strong analytical and problem-solving skills

Ability to multi-task

Attention to detail