Follett Software, LLC
Education Technology
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“Technical Support Specialist at Follett Software, LLC. Skills: Technical Support, Customer Service, Problem Solving. Provide product and technical support. Answer complex questions on function and usage”
What You'll Achieve.
Exceeding customer expectations; Creating a positive experience with each customer interaction
Industry & Context.
Problem-solving; Diagnostic skills
Requires a suitable space that provides a private and quiet workplace, Work hours and schedules are set and may be adjusted, Perform tasks in a home office environment, Frequent virtual meetings, communications, and interruptions, Prolonged sitting with sustained visual focus, Frequent use of keyboard and mouse, Repetitive hand movements and fine motor skills, Occasionally adjust position or move within workspace, Bending, twisting, or reaching, Occasionally lifting or carrying items weighing up to 10 pounds, Minimal travel (less than 10%)
What They're Looking For.
Must Have
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience, Minimum 1 year of experience in a technical support role, Experience in customer service, client-facing roles, Technical troubleshooting skills, Problem-solving skills, Diagnostic skills, Organizational skills, Able to manage multiple priorities, Effective communication skills, Effective interpersonal skills
Nice to Have
1-3 years’ experience in a technical support role, preferably in a SaaS or software environment, Detail-oriented approach, Collaborative environment experience
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 clients' questions or problems
Keep customer informed of resolutions
Perform additional follow up
testing and troubleshooting
Refer to other support and quality assurance areas
Convey customer feedback to leadership
Participate in internal projects
How You'll Work.
Team & Collaboration
Work within a team environment; Facilitate constant improvements on application and technical resolutions; Facilitate support team processes and procedures improvements; Facilitate technical tool(s) improvements
Communication Scope
Clear written solution delivery; Verbal solution delivery
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 Technical Support Specialist (Tier 1) 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. POSITION SCOPE Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. Serves as primary technical support liaison between company and customer. Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Responsible for appropriate referral to other support and quality assurance areas. Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. Conveys customer feedback to Technical Support leadership. Attends team meetings, company meetings and ot
Applying for this 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.