Note: The job is a remote job and is open to candidates in USA. Tech Software is a leading global online education provider through its CITI Program. They are seeking a Technician for the Customer Success Team who will provide high-quality technical support and customer service, ensuring strong relationships with organizational subscribers and assisting with onboarding and ongoing technical support.
Responsibilities
- Onboarding/Implementation of new CITI Program subscribing organizations. Provide concierge-level customer service and technical support to CITI Program’s new customers. Provide onboarding training to organization administrators and assist customers in completing course selection forms. Set up custom modules, Gradebooks courses, expiration dates, look back, etc., using HTML and CSS
- Customer liaison with content, sales, systems, and other CITI Program teams to guide customers through content and technical products. Work with subject matter experts to address requests and support questions appropriately
- Continued support of CITI Program organizational customers by answering administrator requests via phone and email. This includes but is not limited to course add-ons, setup changes, custom modules, additional technical services, and general questions. Meet CITI Program’s service level agreement and customer satisfaction rate goals. Provide higher-level end-user support for CITI Program learners
- Work with the Systems Team on software rollouts and updates by being an active member of the User Acceptance Testing (UAT) Team
- Perform any other related duties as required or assigned
Skills
- Bachelor's Degree
- One year of experience in technical support, computer information systems, or any related field
- Strong knowledge of HTML, web-based software and services, and Microsoft Office suite
- Working knowledge of Salesforce or other CRM
- Knowledge of CITI Program or online training platforms desired
Benefits
- Flexible schedule
- Medical, dental, and vision insurance
- Retirement benefits
- Group life Insurance
- Voluntary supplemental insurance
- Generous paid time off
Company Overview