HMH ยท 1 day ago
Technical Support Specialist
United States
Full-time
Remote
Entry, Mid Level
2+ years expHoughton Mifflin Harcourt (HMH) is dedicated to helping all kids learn through their educational technology products. They are seeking a Technical Support Specialist to provide support to global customers, troubleshoot software issues, and ensure partner success through effective communication and problem-solving.
E-learning
Hiring Manager
Mark Alvarez
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
Required
Strong Customer Service skills
Strong Written and Verbal Communication skills
2 years in a support desk position
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
Preferred
Familiarity with software in the EdTech industry, including Learning Management Systems and Student Information Systems
Familiarity with computer hardware, common web browsers and networking methods
Familiarity with a range of operating systems including current and recent versions of Windows, Mac OS, Android, ChromeOS, and iOS
Experience rostering/onboarding users into digital platforms and products
Strong technical writing skills
Company
HMH
We are an adaptive learning company that empowers educators.
1001-5000 employees
H1B Sponsorship
HMH has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase