Senior Technical Support Specialist

POSITION SUMMARY 

The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primary supports our Facilities product within our technology suite. 

POSITION SCOPE 

• Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues.   
• Documents resolution processes for escalated issues and serves as a resource for other support areas.  
• Identifies and pursues opportunities for mentoring and knowledge sharing.    
• Creates and updates Knowledge Base articles.   
• Partners with Training Services and Tier 3 by providing assistance in training as requested.   
• Partners with Development to research and perform root cause analysis on potential product bugs/defects.  
• Creates and delivers product specific presentations to customers as needed. May travel to customer sites to provide training and support during Go Live and other critical times during the school year.   
• Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals.  
• Other duties as assigned.  

QUALIFICATIONS 

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.  
• 3-5 years’ experience in a technical support role, preferably in a SaaS or software environment.  
• Experience in customer service or client-facing roles.  
• Proven ability to analyze and resolve technical issues quickly and efficiently.  
• Strong diagnostic skills with a methodical approach to troubleshooting.  
• Strong attention to detail and organizational skills.  
• Ability to work under pressure and manage multiple priorities.  
• Willingness to learn new technologies and software.  
• Experience working in a collaborative environment, partnering with development and product teams.  
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.  
• Proficient PC and technical/software skills. Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. 

WORK ENVIRONMENT 

• This role is remote and only open to candidates currently located in the United States and able to work without sponsorship.   
• It requires a suitable space that provides a private and quiet workplace.   
• Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.  

PHYSICAL REQUIREMENTS 

• Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization.  
• Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance.  
• Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials.  
• Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. 
• Travel requirements: Minimal (less than 10%)  

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.