TECHNICAL SUPPORT REPRESENTATIVE Level II - (US-IN-Southport - 46247)

Minimum Education: None
Jobcode: L:105369859
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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 the first point of contact for technical support inquiries, issues and complaints.  The role of a TECHNICAL SUPPORT REPRESENTATIVE, level II,  is to provide information, instruction and/or resolution to technical issues related to personal computers, networks, internet/web based applications.      You MUST perform and maintain acceptable performance levels regarding customer hold time, call length and volume, number of orders processed and overall customer satisfaction.  You will actively engage customer in revenue generating sell-up or cross-sell opportunities.    RESPONSIBILITIES: STRONG Customer telephone support - receive, respond, resolve continuous inbound customer calls. Provide information, instruction and/or resolution to technical related questions regarding the use of online, web-based products. Manage unresolved issues in between receiving calls. Obtain appropriate authorization to place outbound calls to close out unresolved issues. Escalate unresolved issues to manager for resolution. Identify sell-up and cross-sell product opportunities to existing customers for revenue generation. Input/maintain customer profiles in call tracking system at all times, within timelines. Generate software renewals; outbound calls to customers who have not renewed. Train and troubleshoot for online, software, or web-based products for custom contract online testing programs. Consistently communicate with Product/Program Managers and sales staff regarding customer issues. Associate Degree (AA) in technology, computer science or equivalent combination of education and experience.  4+ years with progression working in an inbound call center supporting personal computers, networks and Internet/web-based applications.  1+ year managing/resolving escalations of first level support customer issues. MUST know how to manage multiple call volumes or assignments with results! Effective verbal communication influencing and managing customer expectations, emotions and escalations. MUST have strong written skills using appropriate grammar, sentence structure, spelling. Maintain and adhere to expense controls and quality systems. MUST have proficient knowledge of online data base and management systems. Knowledge of numerous software programs including PC's, Macs, Internet, HTML, web-based applications, networks, Microsoft products to quickly troubleshoot, identify and resolve first/second level issues. Understand effective prioritization of responsibilities to meet customer needs. Team driven, supporting team members to achieve overall department goals. Ability to be flexible, working in a fast paced, customer oriented environment juggling multiple demands. Applies independent judgment to resolve customer problems on first/second level escalations. For additional information about CTB please go to http://www.ctb.com .   McGraw-Hill Education - Where the World Learns to Succeed