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Intellum

The Leader in Customer Education

Nov, 10

Fully Remote

Customer Care

Europe

About

Intellum

Resources to find a job

Technical Support Specialist

Description
The job of the Technical Support Specialist is to help the users of our tools to reach their highest potential by educating them about our products, industry standards, and best practices. To be successful, you must be an excellent communicator, a creative thinker, a master of organization, and a passionate learner. Most importantly, you need to love helping people!



Responsibilities

Escalate Help Desk tickets to applicable Service and Product Team members
Collaborate with our Training and Documentation Specialist to improve our database of help documentation and videos
Support: Answer tickets that come in from clients through Zendesk, escalating when you do not have the tools or knowledge necessary to answer the ticket. In the event of busy periods, tickets can be escalated, but an internal note should be provided noting the busy period.
You may also be asked to assist with projects within the Services Team. These projects will typically be smaller in scope and shorter in timeline and draw from the same skill set.

Metrics/Goals

# Solved Tickets
% Positive Ticket Satisfaction
Time to first response
Touches per ticket
Total resolution time
Requirements
Education & Required Skills

2+ years in a technical help desk role
SaaS software support experience preferred
Zendesk experience preferred
Experience with learning software a plus
Team player: automatically lending a hand when a co-worker is in need and asking for help when appropriate
Excellent organizational & time management skills
Active learner who will hold him/herself accountable for his/her own job performance
Naturally positive and open-minded; able to view the world from more than one perspective
Creative thinker
Flawless written and verbal communication skills in English
Physical Requirements/Work Environment:
Occasional irregular work hours
Dexterity of hands and fingers to operate a computer keyboard, mouse, etc.
Extended time viewing a computer monitor
Sitting or standing for extended periods of time


Benefits

Insurance
Medical - 100% of employee premiums covered
Dental - 100% of employee premiums covered
Vision - 100% of employee premiums covered
401(k) with matching
Education - $3,500 per year in educational funds (“Boost Budget”)

About Intellum: Intellum is an Atlanta-based SaaS company focused on corporate learning. We are the software engineers, developers and tech industry professionals who are helping our clients become more data savvy, applying machine learning techniques to significantly improve learning personalization, and developing monetization strategies that drive revenue with external audiences. We strive to live up to our company values of Simplicity, Honesty and Innovation every day and have been ranked as one of the Best Places to Work three years in a row by the Atlanta Business Chronicle. Our clients include organizations such as Cricket Wireless, Facebook, Google, Habitat for Humanity, and Randstad.