Pansophic Learning
education
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer at Pansophic Learning. Skills: Technical Support, Customer Service, Troubleshooting. Provide remote guidance. Resolve technical problems”
Industry & Context.
Ability to quickly assess and troubleshoot customer issues
Ability to pass federal and state criminal background checks
What They're Looking For.
Must Have
knowledge of service desk operations, standard processes, technologies, Microsoft Active Directory or Google Workspace basic administration, In-depth knowledge of Windows Desktop OS, Chrome OS, Ability to quickly assess and troubleshoot customer issues, Ability to work remotely in a fast paced, high stress environment, Bachelor's degree or equivalent experience, Highly organized, able to multi-task, high attention to detail, ability to prioritize, Patient, active listener, Ability to pass federal and state criminal background checks, Accountability, personal organization, Experience in customer facing roles, Effective communication skills using phone, video calls, chat, and ticket updates, customer focus with empathetic approach, Good interpersonal skills handling customer escalations
Nice to Have
flexible for occasional shift changes or modifications
What You'll Do.
Provide remote guidance
Resolve technical problems
Act as second tier end user contact
Resolve customer reported issues
Documents user information
Manages personal ticket queue
Follows knowledge base articles
Works to identify documentation
Works with internal and external teams
Assist customers with account setup
Assist customers with application installations
Create and maintain documentation
Ensure clear communication
Deliver customer service
How You'll Work.
Team & Collaboration
Works with internal and external teams; Good interpersonal skills handling customer escalations
Communication Scope
concise and clear written communication; clear verbal communication; Effective communication skills using phone; video calls; chat; ticket updates
Full Job Description
About the Opportunity “We believe that every child should be able to be anything they want in life, regardless of their birthplace and circumstances.” – Ron Packard, CEO & Founder Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools. As a Technical Support Engineer, you will support the following areas: Provide customers with remote guidance and expertise to resolve technical problems. Act as second tier end user contact and resolution. Resolve customer reported issues using Pansophic provided access, tools, and technology. Accurately documents user information, triage steps and resolutions or escalation notes. Manages personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. Follows knowledge base articles as a standard for resolving end user reported issues. Works to identify missing or erroneous documentation for processes or knowledge. Works with internal and external teams to ensure solutions provided are accurate. Assist customers with account setup and application installations. Provides escalations as necessary. Create and maintain required documentation. Ability to multitask on several initiatives simultaneously to meet business needs. Ensure concise and clear written and verbal communication. Adhere to establish standards. Deliver outstanding human centric customer service through all support and operational efforts. Perform other duties as assigned. About You Must have strong knowledge of service desk operations, standard processes, and technologies. Experience with Microsoft Active Directory or Google Workspace basic administration. In-depth knowledge
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