Follett Software, LLC
Education Technology
SeniorTechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Specialist at Follett Software, LLC. Skills: Technical support, Customer interaction, Product knowledge. Provide product and technical support. Answer complex questions on function and usage”
What You'll Achieve.
Exceeding our customer's expectations; Creating a positive experience with each customer interaction; Support customer satisfaction; Support the company's goals
Industry & Context.
Analyze and resolve technical issues; Methodical approach to troubleshooting; Root cause analysis
Remote work, Requires a suitable space that provides a private and quiet workplace, Work hours and schedules are set to accommodate requirements, Perform tasks in a home office environment, Frequent virtual meetings, communications, and interruptions, Prolonged sitting with sustained visual focus on digital screens, Frequent use of keyboard and mouse, Repetitive hand movements and fine motor skills, Occasionally adjust position or move within the workspace, Occasionally lifting or carrying items weighing up to 10 pounds, Minimal travel (less than 10%)
What They're Looking For.
Must Have
3-5 years’ experience in a technical support role, Experience in customer service or client-facing roles, Proven ability to analyze and resolve technical issues quickly and efficiently, diagnostic skills with a methodical approach to troubleshooting, attention to detail and organizational skills, Ability to work under pressure and manage multiple priorities, Willingness to learn new technologies and software, Proficient PC and technical/software skills
Nice to Have
preferably in a SaaS or software environment, Experience working in a collaborative environment, partnering with development and product teams, Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers, Proficient in CRM software (e. g. , Salesforce), Microsoft Office Suite, general technical/software tools
What You'll Do.
Provide product and technical support
Answer complex questions on function and usage
Serve as primary liaison between company and customer
Resolve complex customer questions and issues
Document resolution processes for escalated issues
Create and update Knowledge Base articles
Research and perform root cause analysis on product bugs/defects
Create and deliver product specific presentations
How You'll Work.
Team & Collaboration
Partners with Training Services and Tier 3; Partners with Development; Experience working in a collaborative environment; partnering with development and product teams
Communication Scope
Excellent writing skills; Excellent verbal skills
Full Job Description
Company Overview: Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience. POSITION SUMMARY The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primary supports our Facilities product within our technology suite. POSITION SCOPE Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues. Documents resolution processes for escalated issues and serves as a resource for other support areas. Identifies and pursues opportunities for mentoring and knowledge sharing. Creates and updates Knowledge Base articles. Partners with Training Services and Tier 3 by providing assistance in training as requested. Partners with Development to research and perform root cause analysis on potential product bugs/defects. Creates and delivers product specific presentations
Applying for this Senior Technical Support Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Follett Software, LLC?
Real rants from real employees. Read before you apply.