Technical Support

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

📋 Description

• Deliver multi-tier troubleshooting and technical assistance to Blackboard LMS clients through phone and email communications.

• Record customer concerns, replicate issues, and compile details on reported problems until resolution or escalation to Tier 2 support.

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

• Act as a representative of the Customer Support department during support meetings or evaluations with internal product teams and external clients.

• Advocate for the customer experience and manage issues until they are resolved.

• Engage in a rotating on-call schedule for addressing high-severity concerns.

⛳️ Requirements

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

• Strong problem-solving abilities.

• Capability to work autonomously.

• Exceptional oral and written communication skills with an emphasis on professional communication in a business context.

• Proficient in articulating complex concepts to both internal colleagues and external clients.

• Knowledge of front-end debugging tools (such as inspector, console, network tool).

• Familiarity with web technologies like SaaS, SSO, or APT.

• Some experience with relational databases and the ability to read and write basic SQL queries.

• Competence in analyzing data, identifying key trends, and adhering to a playbook for diagnosing technical and application issues.

• Ability to thrive in a distributed team environment.

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

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

• Proficiency in written and spoken English.

• Previous experience with Blackboard Learn or similar LMS is preferred.

• Industry certifications such as A+, Linux+, or CCNA are preferred.

• Understanding of data networking, including routers, configuration, and operation is preferred.

• Familiarity with CRM systems (Salesforce.com) is preferred.

• System administration competencies, including MCSA or RHCSA certification, are preferred.

• Must be legally authorized to work in India at the time of hiring and throughout employment; no visa sponsorship or immigration support will be provided.

🏝️ Benefits

• Rotating on-call schedule that includes nights and weekends for high-severity issues.

• Equal employment opportunity/affirmative action employer.