Technical Customer Support Representative (Remote)

At Sylvan, we are building academic confidence, igniting intellectual curiosity, and inspiring the love of learning. We believe education is everything. A child’s future depends on a solid education and a love of learning. We teach our students how to learn, so they build confidence and develop the skills needed to achieve success in school and beyond.

Making sure learning clicks for each child isn’t always easy, but it’s exactly what we love. When you choose Sylvan as a career, you join a group of caring, bright, and motivated people who share a passion for making learning personal and inspiring kids to thrive. Join us in changing lives!

We welcome every team member’s unique background, skills, and passions, as they are essential for building a better future. We respect each other’s differences and actively seek to create spaces where diverse voices are valued, encouraged, and empowered.

Sylvan Learning is a franchise organization and is the leading provider of tutoring to students of all ages, grades, and skill levels with more than 40 years of experience and more than 710 points of presence.

We are currently looking for a Technical Customer Support Representative. This position is primarily responsible for providing advanced remote operational and technical support to Sylvan Learning Centers in a Help Desk environment. Outstanding customer service skills and an action-oriented approach to work are required. Previous technical support experience is required.

As a successful Technical Customer Service Representative, your duties and responsibilities will include:

• Assisting all Sylvan Learning Centers with operational business software and network support. This includes providing telephone, chat and email support, maintaining details in the ticket tracking system and effectively escalating issues when necessary.
• Acquiring and maintaining current knowledge of proprietary products, websites, hardware, services, and support policies in order to provide technically accurate solutions to customers;
• Additional duties and responsibilities are required to meet Sylvan’s changing business requirements and commitment to continuous improvement.
• Other duties as assigned
• Participating in team projects that enhance the quality or efficiency of the Help Desk.
• Providing accurate and creative solutions to customer problems to ensure customer productivity and satisfaction.
• Analyzing, researching, resolving, and responding to all support requests in a timely and professional manner.

We require:

• Proven success in a fast-paced support environment
• Ability to provide a positive customer experience with outstanding customer service skills
• Associate’s degree or equivalent experience
• 1+ years technical experience working with computer systems and technology
• 2+ years of experience working in the Customer Service/Contact Center industry

• Outstanding critical thinking skills and the ability to dig deep in to issues/problems to discern a clear picture, determine the complexity and severity of problems and resolving less complex and more severe problems immediately.
• Schedule: Monday - Thursday, 2:00 pm - 11:00 pm and Saturdays, 9:00 am - 5:00 pm. During new hire training period, the schedule will be Monday - Friday, 9:00 am - 5:00 pm.
• Excellent oral communication skills and the ability to write in a clear, concise manner
• Ability to manage multiple open issues and projects in a timely and detailed fashion
• Experience troubleshooting browser issues on Windows-based computers and iPads
• The ideal candidate will be well organized and confident to work independently but also a strong team player.

Highly Desired:

• Experience with the Zendesk platform
• Experience troubleshooting Microsoft 365 web applications such as Dynamics 365
• Web application troubleshooting experience, utilizing tools such as Chrome Developer Tools and Fiddler.
• Experience working on a remote team

What you get in return:

As a Sylvan team member, you’ll work in a fast-paced environment and make an impact on our business contributing towards the success of our company! At Sylvan, you can expect:

• Flexible work environment with ability to work remotely from home; and
• Additionally, through on-the-job training and learning opportunities, you can develop your career at Sylvan and succeed with us in future roles!
• Fun company culture with employee engagement activities that empower team members and reward outstanding performance.
• Competitive market-pay based compensation; and

If you want to be a part of an inspired organization that believes in fostering knowledge and confidence in children, and improving the lives of thousands of families every day, then apply today and don’t let this opportunity pass you by!
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