Stanbridge University is seeking a qualified Software Support and Technical Writer possessing critical thinking and problem-solving skills with great attention to detail who also has excellent written and verbal communication and people skills.
This skilled Customer Support Specialist to join our remote team on West Coast time, providing exceptional support for our users via Freshdesk tickets and phone support. This role also involves creating technical documentation for our platform end users, as well as maintaining and updating internal knowledge bases. The ideal candidate is a strong communicator in spoken and written English, is experienced with Knowledge Centered Support (KCS), and is dedicated to enhancing the user experience through responsive and well documented support.
Responsibilities:
- Customer Support: Respond to and resolve customer inquiries through Freshdesk and phone support, ensuring timely and effective solutions to customer issues.
- Technical Documentation: Develop and update end-user documentation to help users understand platform features and functionalities; maintain internal knowledge base articles for team use.
- Knowledge Centered Support (KCS): Utilize KCS principles to ensure knowledge is consistently captured, updated, and made easily accessible to support agents and users.
- Issue Escalation: Identify recurring issues and escalate them to the appropriate team members for further investigation and resolution.
- Collaboration: Work closely with product and development teams to stay up-to-date on platform updates, new features, and common issues, ensuring the support team is well prepared to assist users.
Qualifications:
- 2+ years of experience in customer support, ideally with experience in Freshdesk or similar support software.
- Proficient in spoken and written English with strong communication skills.
- Experience with Knowledge Centered Support (KCS) methodology is highly preferred.
- Skilled in technical writing, with the ability to create clear, concise, and user-friendly documentation.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and collaboratively in a remote team environment, particularly on West Coast time.
Conditions of Employment:
- The work environment and physical demands described here are representative of those required of an employee to perform the essential functions of this job successfully.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Work Environment:
• Standard office/classroom setting.
- Typically, duties are performed in an office environment while sitting at a desk or computer workstation.
- An incumbent is subject to contact with others, frequent interruptions, noise from talking or office equipment and demanding timelines.
Physical Demands:
- The incumbent regularly sits for long periods, walks short distances on a regular basis.
- Uses hands and fingers to operate an electronic keyboard or other office machines; reaches with hands and arms; speaks clearly and distinctly to answer telephones and to provide information; sees to read fine print and operate computer; hears and understands voices over telephone and in person; and lifts, carries, and/or moves objects weighing up to 10 pounds.
We Offer:
- Professional opportunities in a growing organization.
- An organization that values and appreciates its employees.
- A highly competitive pay and benefits package
• A strong community service culture.
Stanbridge University is an equal opportunity employer with values and appreciation for its employees.
United States
