As a Technical Support Specialist, your mission is to provide advanced technical support and expertise to ensure our customers have a seamless experience with our software solutions. You will play a pivotal role in resolving complex technical issues, upholding our commitment to customer success, and contributing to the growth and innovation of our organization.
In this role, you will get to:
- Pursue a consistent “best-in-class” customer experience
- Reduce Average Resolution Time
- Utilize critical thinking and troubleshooting skills to efficiently resolve customer inquiries.
- Improve Customer Satisfaction
- Implement quality checks to ensure consistent and high-quality support interactions.
- Enhance Knowledge Base– working in tandem with Director of Customer Support/Experience to create and maintain all Support Pages, conducting reviews on a semi-annual basis.
- Foster Team Collaboration and Innovation
Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
Requirements
- Education: Associates degree or higher preferred
- Experience: 3-5 years of customer support, with 2-3 years of technical experience preferred
- Ability to quickly diagnose and resolve complex technical issues
- Critical thinking and troubleshooting skills to efficiently resolve customer inquiries
- Effective communication skills
- Ability to prioritize and manage workload to meet or exceed resolution time targets.
- Active listening skills to understand customer concerns and needs.
- Experience establishing rapport with customers and ensure they feel valued throughout the support process.
- Ability to create and update knowledge base articles to address common technical issues.
Physical Requirements for this position
- Remote
- Up to 10% travel for off-site team meetings
- May require stationary positions (sitting or standing) for extended periods.
Benefits
- Medical, Dental, and Vision plans
- Company paid basic life and AD&D insurance
- Company paid short-term and long-term disability
- Supplemental life insurance options
- Company paid Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Premium subscription to Calm for employee and dependents
- Company paid time off (PTO)
- 13 named holidays, 2 floating holidays, and 4 early-release half days
- Flexible work arrangements
- Work-from-home expense reimbursement
- Tuition Reimbursement Program
- Company orientation and 30/60/90 Day Onboarding
Who is Riverside Insights?
Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for.
Who is ESGI?
ESGI, a Riverside Insights Company, is a rapidly growing education technology company that specializes in progress monitoring. Designed for Pre-K through 2nd grade teachers and specialists, ESGI makes it easy to monitor and report on student, classroom, school, and district performance. Real-time data empowers teachers to assess student growth across content areas, identify areas of concern, easily communicate with parents, and improve student outcomes.