Technical Support

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver multi-tier troubleshooting and technical assistance to Blackboard LMS users via phone and email as a member of the Tier 1 team.

• Document customer concerns, replicate and collect information on reported issues until resolution or escalation to Tier 2.

• Create, review, and publish product bugs/fixes in the Knowledge Base.

• Represent Customer Support in support meetings and discussions with both internal product teams and external clients.

• Serve as the voice of the customer and manage issues until resolved.

⛳️ Requirements

• Relevant experience in an enterprise-level technical support setting.

• Strong problem-solving abilities.

• Capability to work independently.

• Outstanding oral and written communication skills, emphasizing a professional communication style in a corporate context.

• Ability to effectively articulate complex concepts to internal team members and external clients.

• Familiarity with front-end debugging tools (inspector, console, network tool).

• Knowledge of web technologies such as SaaS, SSO, or APT.

• Some understanding of relational databases and the ability to read and write basic SQL queries.

• Proficiency in analyzing information, identifying key trends, and following a playbook to diagnose technical and application issues.

• Ability to function in a distributed team environment.

• Skill in prioritizing and managing daily tasks amidst frequent interruptions.

• Willingness to participate in a rotating on-call schedule covering nights and weekends for high-severity issues.

• Fluency in written and spoken English.

• Must possess legal authorization to work in India at the time of hire and maintain that authorization throughout employment.

• Visa sponsorship and immigration assistance are not available.

• Preferred: Prior experience with Blackboard Learn or similar LMS.

• Preferred: Industry certifications such as A+, Linux+, CCNA, etc.

• Preferred: Knowledge of data networking, including routers, configuration, and operation.

• Preferred: Familiarity with CRM systems (Salesforce.com).

• Preferred: System administration skills (MCSA, RHCSA certification).

🏝️ Benefits

• Equal employment opportunity/affirmative action employer.

• Participation in a rotating on-call schedule covering nights and weekends for high severity issues.