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Software Technical Support Specialist (Remote USA)

Company: Esme Learning
Location: Miami
Posted on: January 16, 2022

Job Description:

Who We Are

Esme Learning is transforming the future of digital learning through AI. Leveraging over 15 years of cognitive research, Esme Learning courses deliver an immersive and collaborative executive learning experience with some of the best universities in the world.

Each course blends high-production-quality video, live simulations, interactive media, and small group exercises with top learning design principles. Through Esme Learning's rapidly growing portfolio of courses, executives gain technical skills and learn business best practices from experts across a wide range of frontier fields, including fintech, cybersecurity, health ventures and spacetech.

About The Role

Esme Learning Solutions is seeking a Software Technical Support Specialist to be responsible for troubleshooting learner technical support issues with tools integrated into our online learning campus. This position reports into the Course Operations team at Esme, serving 10,000+ learners yearly. The ideal candidate has strong interpersonal skills, a demonstrated ability to self-prioritize and work independently, and experience supporting multiple complex software solutions at scale. This position is currently remote, reporting to an East Coast US-based team.

Key Responsibilities

The following list of duties is to serve as a guideline, not a limitation to the scope of the responsibilities of the Software Technical Support Specialist position:

  • Provides customer facing support, including a proactive approach to improving levels of service where possible.
  • Takes and manages requests that come in by Slack, email or through the support ticketing system.
  • Provides estimates of effort for assigned tasks.
  • Troubleshoots simple to complex technical issues as reported by learners and internal stakeholders.
  • Researches and resolves issues by writing simple to complex queries against databases.
  • Manages workload and competing priorities to accomplish tasks within agreed upon timeframes.
  • Analyzes and identifies trends in problems being reported and devises remediation measures.
  • Analyzes existing data and metrics to determine trends and performance.
  • Works with business to determine requirements for developing new reporting solutions.
  • Technologies to support: Riff Edu, Vocareum, H5P, ReadSpeaker, TurnItIn, and more

    Values & Culture
    • Respect & Accountability: Takes pride in work, welcomes differing perspectives, works diligently to identify and solve issues
    • Experimental/Innovation Focus: Curious, willing to try new things, learns from previous experiences
    • Collaborative: Shares what they know, seeks out counsel from others, understands how contributions fit into the bigger picture
    • Integrity & Trust: Reliable, communicates risks once they are known, adapts and changes course when needed, acknowledges mistakes
    • Customer-centric: Focuses on product excellence where learning is the guiding principle. Committed to creating meaningful and enjoyable learning experiences

      • 5+ years of experience working with technology that supports online learning
      • Customer-facing experience
      • Proven track record of debugging browser-based technical products
      • Experience with agile methodologies
      • Excellent communication skills
      • Highly organized, project management skills preferred
      • Ability to work well under pressure and with tight deadline

        • Health Insurance including vision and dental
        • 401K
        • Stock options
        • Education Benefit to study WHATEVER course you want online
        • Unlimited PTO
        • Working with, and growing with an amazing team, in a high growth startup to transform online education

          Esme Learning is an Equal Opportunity/Affirmative Action Employer

Keywords: Esme Learning, Miami , Software Technical Support Specialist (Remote USA), IT / Software / Systems , Miami, Florida

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