Technical Support Specialist

Job Description

Job Description

Tier 1 Support Specialist

At ESS our motto is, “Every day counts!” We take opportunities every day to grow and better our company as well as our employees.

OVERVIEW: We are seeking Tier 1 Support Specialists in our Portland, MI Midwest Regional office. The successful candidate will be responsible for providing exceptional service, telephone, chat and email support to our partnering school districts and our employees assigned to those districts. The rapid growth and expansion of our business is causing a need for a new generation of Support Specialists to provide world-class services to our clients.

ESSENTIAL DUTES & RESPONSIBILITIES:

• Answer incoming calls, support emails, and live chats with professionalism; triage client and employee inquiries with minimal supervision to provide solutions, escalate to Tier 2, or pass to correct department in a timely manner.
• Updating and manipulating data in willSub®.
• Manage inbound feature requests, identify business needs and support.
• Demonstrate functional skill to take ownership, troubleshoot and resolve low level support requests in a single customer interaction to maximize customer experience in an organized and efficient manner.
• Escalate complex support requests to Tier 2, to ensure timely resolution.
• Compiling reports for designated client contacts.
• Manage support tickets proficiently by assessing ticket priority and escalating as necessary through proper channels.
• Deliver informal training to customers and fellow employees.
• Assist in the design and development of curriculums & training modules/courses.
• Other duties as assigned.

QUALIFICATIONS:

• A minimum of 1-year customer service, software support or high-volume call center experience preferred
• Excellent oral and written communication, interpersonal and teamwork skills
• Ability to thrive in a fast-paced, rapidly changing environment
• Demonstrate a high level of accuracy in data entry
• Proficiency in Microsoft Office Word and Excel
• Strong interpersonal skills and the ability to work individually and in a team environment
• Ability to multi-task and perform effectively under pressure
• Ability to prioritize and organize workflow
• Must be a self-starter and seek understanding of our systems, as well as any new features or updates as they are released
• Ability to work in a fast-paced setting with attention to detail and follow-up

ESS ADVANTAGES:

• Health insurance (medical, dental, vision, life, and disability)
• 401(k)
• Nine paid holidays
• PTO
• Opportunity for growth

Physical Requirements & Work Environment

Physical requirements may vary by assignment and location. Duties may include a combination of sitting, standing, and walking, as well as general use of hands and arms. Close vision is required for computer and detailed work.

Work is typically performed in a moderate-noise environment (e.g., office or school setting with light activity).

About ESS

ESS specializes in placing qualified K-12 personnel in daily, long-term, and permanent school district positions, including substitute teachers, aides, and other school support staff. With more than 900 school district partners nationwide, ESS supports over 5.5 million students each day. Since 2000, we’ve helped improve student achievement while providing meaningful opportunities for passionate educators. Our employees enjoy flexible schedules, comprehensive training, benefits, and ongoing professional development. Learn more at ESS.com.

Equal Opportunity & Inclusion

ESS is committed to fostering a diverse, inclusive, and respectful workplace where all employees can succeed.

ESS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law.

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