Employer: Blackboard
The Opportunity:
Recently combined with Anthology, Blackboard offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about our company and career opportunities, please visit www.blackboard.com.
Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As a Client Support Specialist on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Blackboard Learn clients via phone, email, and social forums.
Specific responsibilities will include:
- Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2
- Drafting, reviewing, and publishing product bugs/fixes into the Blackboard Knowledge Base
- Representing the Client Support department in various support meetings or reviews with both internal product teams as well as external clients
- Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved
The Candidate:
Required skills/qualifications:
- Any relevant experience in an enterprise-level technical support environment
- Proficient with multiple operating systems environments including Windows, Red Hat, or Solaris
- Solid problem-solving skills
- Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
- Familiarity with front end debugging tools (inspector, console, network tool)
- A general understanding of web server architecture (Linux, Apache, MySQL, and PHP)
- Knowledge of web technologies (HTML, CSS, JavaScript, Java, HTTP)
- Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
- Ability to work in a distributed team environment
- Ability to prioritize and multitask daily work with frequent interruptions
Preferred skills/qualifications:
- Previous use of Blackboard Learn or similar LMSÂ
- Industry certification (A+, Linux+, CCNA, etc.)Â Â
- Data networking knowledge to include routers, configuration, and operation Â
- Knowledge of CRM (Salesforce.com)Â
- System administration skills (MCSA, RHCSA certification)
- Familiarity with AWS, console, EC2, RDS
- ITIL certification
- Experience with supporting maintenance tasks including operating system installs and upgradesÂ