Technical Support Specialist

Technical Support Specialist

$50,000 - $58,000 (experience dependent)

Full time, permanent

On-site based role

What you’ll be doing

This is a hands-on, first-line technical support role within Avantis Education's US support team, based in our Arlington Heights, Illinois office. You'll be the first point of contact for K-12 schools and districts across the US using our range of educational technology products, including ClassVR, providing efficient support by phone, email, our website and our support ticketing system.

Reporting to the Technical Support Manager, you'll own the queue of 1st line support incidents, prioritizing and managing tasks accordingly. The role covers both support tickets and repair tickets, working directly with our onsite repair center to manage customer repairs from receipt through to return.

This role is ideal for someone with experience in a service desk, helpdesk or technical support environment who is looking to develop further in EdTech, networking and device support — taking ownership of issues from diagnosis through to resolution.

To find out more about our products, please visit www.classVR.com

Key responsibilities will include

Provide 1st Line Customer Technical Support

• Respond to customer support requests by phone, email, the website and the ticketing system, resolving the majority of issues independently and escalating more complex issues where appropriate
• Investigate and replicate customer-reported issues
• Manage your own time and workload so all support queries are dealt with promptly and efficiently through the entire ticketing and support process
• Maintain accurate records of incidents, requests and resolutions

Manage Repair Tickets with the Onsite Repair Center

• Manage repair tickets from start to finish, working with our onsite repair center
• Act as the link between the customer and the repair center, keeping customers updated on progress, turnaround and return of repaired units
• Make sure repair tickets are accurate, up to date and closed out once units are returned

Ideally you will have

• Minimum 1 year providing technical support services to end users, ideally in the public sector or education
• Technical understanding of PCs, networks, mobile devices and operating systems
• Networking knowledge — Wi-Fi, TCP/IP and proxy servers
• Active Directory / LDAP
• Comfortable using CRM systems and online ticketing (e.g. Zoho Desk or similar)
• In-depth knowledge of office application software
• Familiar with mobile devices and tablet technology, including Windows and Android operating systems
• An analytical thinker with strong attention to detail
• An outstanding approach to customer service, with excellent written and verbal communication
• High school diploma or equivalent

Ideally you will be

• Experience supporting K-12 schools or school districts in the US
• Experience working alongside a repair or RMA function
• Familiarity with VR headsets or similar electronic devices

Avantis Education provides a fun, exciting work culture that thrives on self-starters and individuals that can help shape and grow our future. We are a well-established Company that is continually growing and looking for strong team players who are not afraid of working independently to bring innovation into all that we do as a global education technology leader.

If you have reached here and this sounds like you.

We can’t wait to hear from you.

Job Type

Full-time

Pay: $50,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person