Technical Support TECHNICIAN-Exceptional Customer Service EXPERT - (US-IN-Southport - 46247)

Minimum Education: None
Jobcode: L:104490560
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As the knowledge economy takes off worldwide, there is a growing demand for both traditional and non-traditional education. Which translates into an accelerated demand for cutting-edge, online learning solutions. The kind of solutions that McGraw-Hill Education offers to the world every day. McGraw-Hill Education addresses virtually  every aspect of the education market from pre-K through professional learning. Our technical innovations are changing the way people learn, with e-books, online tutoring, customized course Web sites and subscription services.  Now is the time to team up with our dynamic company as we create our next generation of who we need to be for our customers!    CTB and The Grow Network, make up the Assessment and Reporting business function of McGraw-Hill Education.  This Group creates and builds a comprehensive range of formative and summative assessments, reporting tools, individual study guides, instructional programs, software, and services, all built upon a tradition of research, innovation, and technical quality that benefit learners of all ages.   We are looking for an exceptional customer driven and interactive person to actively service and communicate to our customers as CTB's TECHNICAL SUPPORT TECHNICIAN .  You will be the telephone contact person in handling the most complex technical escalations for all online, software, and web-based product inquiries and complaints.  You will provide information, instruction and/or resolution to technical issues related to personal computers, networks, internet/web based applications.   You MUST be able to quickly diagnose and resolve the most complex customer problems and perform preventative diagnosis that directly influence customer satisfaction and renewal strategies!  Position is located at our Indianapolis, IN site location.    You MUST perform and maintain acceptable performance levels regarding customer hold time, call length and volume, and overall customer satisfaction.  You will actively escalate issues requiring technical engineering troubleshooting and resolution.  You will also offer input to management for updates to existing training and instructional materials for technical representatives.   Here's what you will get to do: Customer Telephone Support Emphasis is on back-end escalation of customer issues and problems beyond tech support team resolution Analyze and respond to customer technical questions/concerns, working with production support developer/engineer for resolutions Problem Resolution EXPERT at understanding client needs/deliverables to develop new solutions/process improvements Influence/recommend new solutions/process improvements for Technology Work closely with internal support representatives, customers, technology to accurately diagnose root cause Initiate/perform system interventions to include data base manipulation - Example: transferring student ID cores when they move to another school Escalate/coordinate resolution if technical issues require a technical engineer Quality Assurance and Post Problem Resolution Perform limited QA and user acceptance testing Communicate findings/recommendations requiring process, system or user improvement requirements Train technical support representatives on technology solutions and system process improvements; guide and direct on troubleshooting techniques and approach   Here is what YOU will need to be successful: Bachelor's Degree OR equivalent experience and education in technology, business 3+ years of resolving issues involving management of client deliverables, QA, project management, customer support, help desk, client-facing 3+ years of resolving issues involving technical support web-based applications, customer facing applications or large software projects and deliverables Successful track record in diagnosing complicated technical problems working with external/internal customers, call center support levels, development staff MUST have identified and resolved issues for PC's, MAC's, Internet, HTML, Web-based applications! Complete understanding of internet-related activities and transactions, aware and responsive to sensitive customer issues MUST have strong technical/analytical skills with knowledge of SDLC Effective and persuasive communication with managing customer expectations, emotions, escalations MUST have strong written skills using appropriate grammar, sentence structure, spelling Experience managing multiple call issues and handling projects simultaneously Maintain production schedules MUST have proficient use of MS products with familiarity with Access Education industry knowledge/experience huge PLUS! For additional information about CTB please go to http://www.ctb.com .   McGraw-Hil