Customer Technical Support Specialist

Must live in Florida within commuting distance of Pensacola, Florida.

Duties

• Monitors and answers multiple telephone queues
• Uploads and manages student accounts, records, and enrollments
• Provides customer assistance, technical support, and information regarding available Smart Horizons products and programs
• Produces electronic student transcripts, certificates, and reports.

Qualifications

• Ability to quickly learn our products
• Knowledge of and experience using PC workstations and Microsoft Windows and Office Professional, web browsers, and Adobe Acrobat Reader.
• Associate’s degree in Information Systems, Computer Sciences, or equivalent from a two-year college or technical school or equivalent training and experience

The Company retains the right to add to or change the at any time.

This job summary does not cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

We are an equal employment opportunity employer. We will not support sponsorship, i.e., H-1B or other Visas for this position.

For Know Your Rights and Polygraph Protection Act federal posting requirements:

https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal-poster

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

Duties and Responsibilities

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, including the following essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Other essential duties and responsibilities may be assigned.

• Appropriately handles sensitive and/or confidential information.
• Assists Smart Horizons customers via phone or email with product inquiries and technical support issues.
• Produces Smart Horizons electronic reports using NexPort Reporting Services.
• Creates, unlocks, and resets administrative accounts for Smart Horizons products in the NexPort learning management system.
• Uploads and manages Smart Horizons user subscriptions, enrollments, and records in NexPort learning management system.
• Produces Smart Horizons electronic transcripts and certificates.
• Enters, tracks, and responds to Smart Horizons customer trouble tickets.
• Performs any and all other duties, as assigned.
• Creates, manages, and tracks multiple configurations of Smart Horizons online curricula in the NexPort learning management system.
• Creates electronic bookshelves and pages for Smart Horizons products.

Non-Essential Functions

This job has the following non-essential duties and responsibilities. Other non-essential duties or responsibilities may be assigned.

• Performs any and all other duties, as required.
• Supports other support service team members, as needed.

Supervision Duties

This position has no supervision responsibilities.

The employees supervisor provides continuing or individual assignments by indicating generally what is to be done, limitations, quality and quantity expected, deadlines and priorities. Additionally, the supervisor gives specific instructions for new, difficult, or unusual assignments. The employee uses initiative in carrying out recurring assignments. The supervisor assures that the work is technically accurate and in compliance with instructions or established procedures.

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Knowledge

Performing the essential functions of this job required knowledge of:

• Administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
• Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Relevant equipment, policies, procedures, and strategies to promote effective security operations for the protection of people, data, property, and the company.

Language Ability:

Using American English, the essential function of this job required the ability to:

• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the company.
• Read and comprehend simple instructions, short correspondence, and memos.
• Write simple, grammatically correct correspondence.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

This job requires the use of spreadsheets, Internet, navigation of the Internet and file structures, word processing, and graphics. To perform this job successfully, a candidate:

• Must have excellent skills using web browsers (Internet Explorer, Edge, Firefox, Chrome), Google Email, Microsoft Office Professional (Word and Excel), and Adobe Acrobat Reader.
• May have skills using Google Docs, Sheets, Slides, and FogBugz, but must have the ability to achieve skills required for the job.

Equipment:

To perform this job successfully, a candidate must have proficient knowledge of and skills using PC Workstations, Microsoft Windows, and telecommunicating systems.

Other Skills and Abilities:

• Builds constructive working relationships with clients/customers, other work units, community organizations and others to meet mutual goals and objectives; behaves professionally and supportively when working with individuals from a variety of ethnic, social, and educational backgrounds.
• Interacts in a positive way with persons of various social, cultural, economic, and educational backgrounds.
• Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly
• Selects and uses training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Closely follows established processes and procedures.
• Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, does not interrupt at inappropriate times, and conveys awareness.
• Interacts with others in a way that gives them confidence in ones motives and representations and those of the organization; is seen as direct and truthful; keeps confidences, promises, and commitments.
• Determines causes of operating errors and decides what to do about it.
• Conducts tests and inspections of products, services, or processes to evaluate quality or performance.

Work-Related Competencies

• Sets high standards and well-defined, realistic goals for ones self; displays a high level of effort and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve.
• Works effectively in situations with frequent workload changes and competing priorities.
• Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy.
• Participates as an active and contributing member of a team to achieve team goals; works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments.
• Closely follows established processes and procedures.
• Consistently meets strict deadlines set by others.

Language Skills and Abilities, Other Than American English

None

Education/Experience Requirements

Education/Experience

Associates degree (A.A.) in Information Systems, Computer Sciences, or equivalent from two-year college or technical school; or 6 months to 1 year related experience and/or training; or equivalent combination of education and experience.

Specialized Education/Training and Experience

None

Certificates and Licenses

None

Travel

• This job does not require the employee to drive on Company business.
• This job does not require overnight travel.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, use hand or hands, and talk or hear or may be required to reach with hands and arms. Specific vision abilities required by this job include close vision while using a computer.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.

Other Requirements:

Prior to hire, the selected candidate:

• Must complete one or more skills assessments.
• If not a current Company employee, must authorize the Company to conduct a background investigation, social security number trace, and registered sex offender search.