Technical Customer Support Manager jobs in Cedar Rapids, IA

We are looking for a great communicator that is passionate about problem solving. The Technical Customer Service Representative will combine technical expertise with customer service to help our staff and school partners most effectively and efficiently serve their students. This role directly impacts the user experience of our school partners and supports the impact that WordFlight has on student outcomes.

The Technical Customer Service Representative will serve on the front line by answering questions and troubleshooting technical problems through phone, email, and possibly chat. They may assist customers with onboarding of a company's product or service and guide clients through the WordFlight SAAS roll out. These interactions may include meetings with District and School technology staff.

Customer service to partners:

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Lead Issue Tracking - track, shepherd/collaborate, resolve, and report on all support needs and escalations.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.

Internal IT and Technical Support:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technology innovations and trends

Product support:

• Software Testing Services - support testing of new product updates and builds
• Recommend Product Improvements- They identify patterns and contribute to product and system improvements.
• Write and Maintain Support Documentation - Create and maintain all product and service related technical documentation.

Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Bachelor's degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support highly preferred.

Job Type: Full-time

Pay: From $40,000.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Ability to Relocate:

• Coralville, IA 52241: Relocate before starting work (Required)

Work Location: In person