Customer & Technical Support Specialist
Discovery Communications
Silver Spring, MDThis was removed by the employer on 4/26/2018 3:30:00 PM PST
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Full Time Job
Discovery Education is the global leader in standards-based digital content for K-12 classrooms, transforming teaching and learning with award-winning digital textbooks, multimedia content, professional development, assessment tools, and the largest professional learning community of its kind. Discovery Education partners with districts, states and like-minded organizations to captivate students, empower teachers, and transform classrooms with customized solutions that accelerate academic achievement. Discovery Education's services are available not only in half of all U.S. schools, but in half of all English primary schools, numerous institutes of higher learning, and in 50 countries around the world.
The Discovery Education Customer and Technical Support Level I Team are committed to providing excellent customer and technical support for all Discovery Education’s school, district, and homeschool digital service offerings. The core responsibility of this team is to provide account, website, and technical support via phone, e-mail, twitter, chat, and blog to our external partners that include educators, school or district administrators, and regional educational partners and to our internal partners that includes internal teams within the Discovery Education division.
The team also acts in a renewal assurance role by providing excellent customer service at all times, accurately activating service licenses for schools and districts, and placing calls to the purchasing entity to ensure a successful service launch.
Responsibilities
Provide Customer Technical and Website Support
1. Maintain customer and partner satisfaction by managing and responding to calls, e-mails, and chats in a timely fashion while facilitating quick and effective solutions.
2. Troubleshoot and resolve Level I inbound technical support issues including service and network issues.
3. Act as the product expert for all Discovery Education offerings, providing customers with product support and training via e-mail, phone and/or chat.
4. Escalate integration and global issues to Level II Technical Support and advocate for the customer to drive timely resolution.
5. Identify potential issues that can arise and escalate to management.
6. Facilitate customer usage by providing login, user import and welcome information.
7. Train newly hired employees within the department and the division.
8. Provide account management support to all service customers.
9. Contribute to meet established service level agreement by timely answering calls, emails, chat and any other internal or external customer inquiry.
Drive successful customer renewal
1. Analyze account information for and with Sales partners to identify at risk customers and provide solution as needed.
2. In conjunction with Sales and management, develop outreach plans focused on improving product adoption and customer usage.
3. Implement outreach plans, which can include -
a. Outbound calls to buyers and users.
b. Be the first point of contact for sales inquiries.
c. Conduct webinars during Back to School timeframe for new and improved functionalities on Discovery Education.
4. Provide post-completion analysis as needed to demonstrate success of campaigns and develop and execute follow-up activities as needed.
Activate licenses for new and existing customers
1. Review new and renewal customer contracts in sales database and activate licenses and media packs.
2. Create and configure corresponding accounts in Discovery Education Admin.
3. Provide product implementation support through outbound calls and emails
a. Email new passcodes.
b. Set-up account administrators.
c. Offer site overviews via Webinars or in person trainings.
d. Direct contact to Professional Development materials and Help articles available to facilitate rollout to their teachers.
Support the division in various projects:
1. Document common issues and their solutions.
2. Assist the product development team in testing new site features.
3. Generate usage reports for sales team.
4. Develop support documentation for the Help site.
5. Contribute write ups for Discovery Education’s Support Blog.
6. Test outstanding technical issues.
7. Help with team projects as assigned.
Requirements
* Excellent phone skills and overall communication skills are a must.
* 2-4 years high-level customer and/or technical service, account management, or education experience preferred.
* Bachelor’s degree required.
* Knowledge of Internet concepts (Bandwidth, caching, video streaming, etc.), and practices and procedures for PC and Mac troubleshooting.
* Detail oriented, with strong organizational and analytical skills.
* Must be able to adapt to changing priorities with ease.
* Must be a team player and work well with others.
* Must be able to communicate technical issues to customers in non- technical terms.
* Highly motivated and independent thinker who can do their own research to complete tasks.
* Must be able to complete any other projects or tasks as assigned
* Bilingual skills a plus
* Must have the legal right to work in the United States