Technical Support Specialist

As a Technical Support Specialist at Cordance, your main responsibilities will include troubleshooting technical issues for our educational partners, managing support tickets using Salesforce or Jira, and collaborating with internal teams on complex matters. You will also be responsible for participating in system testing, educating clients about product features, and ensuring timely follow-ups on unresolved issues.

To qualify for the Technical Support Specialist position at Cordance, you should have at least 2 years of customer service experience and a minimum of 5 years in IT support. Familiarity with educational institutions and using tools like Office 365, Salesforce, and Jira is essential, along with excellent communication skills and a proactive attitude.

Cordance prioritizes the professional growth of its team members, including Technical Support Specialists, by offering continuous training on product enhancements and industry best practices. Additionally, employees are encouraged to participate in system testing and internal collaboration, allowing them to expand their skill set and knowledge within the company.

Yes, the Technical Support Specialist position at Cordance is fully remote, allowing you to work from anywhere in the United States. You'll have the flexibility to manage your work-life balance while actively supporting our partner institutions across the country.

Cordance offers an attractive benefits package for Technical Support Specialists, including comprehensive health coverage that starts on your first day, retirement savings plans with generous matching contributions, flexible paid time off, parental leave, and support for remote work expenses. We genuinely value our team members’ well-being and work-life balance.

When addressing challenging technical issues, I first listen carefully to the client's concerns and collect all relevant information. I then troubleshoot the problem step-by-step, using resources and knowledge of the platform. If unresolved, I escalate the issue to the appropriate internal teams while keeping the client informed throughout the process.

In my previous roles, I have extensively used Salesforce and Jira for managing support tickets. I understand how to log issues, document resolutions, and keep track of ticket statuses to ensure timely follow-ups and customer satisfaction.

I make it a habit to regularly review product release notes, participate in training sessions, and engage with team discussions about updates. Additionally, I seek feedback from clients to understand their experiences and pinpoint areas for improvement.

I prioritize my tasks by assessing the urgency and impact of each support ticket. I use a system to categorize tickets, ensuring that critical issues are addressed immediately while also keeping track of pending tickets that require follow-up.

I use simple language and relatable analogies when communicating complex technical information to non-technical users. I break down processes into smaller, manageable steps and encourage questions to ensure complete understanding.

I carefully listen to client feedback and document their suggestions. I view feedback as a valuable opportunity for improvement and share actionable insights with the development team for future enhancements while keeping the client informed.

I would conduct virtual training sessions that combine presentations, demonstrations, and hands-on activities. This approach ensures clients not only learn about the new features but also have the opportunity to ask questions and practice using them directly.

I find motivation in helping others succeed and resolving their challenges. I strive for customer satisfaction and appreciate the positive impact that effective support can make in clients' daily operations.

Absolutely! In a previous role, a client faced a critical issue right before a major deadline. I worked late, coordinating with our technical team to resolve the issue promptly. The client was very grateful, and it strengthened our partnership.

I'm drawn to Cordance's mission of empowering educational institutions and its commitment to employee well-being. I believe my skills align perfectly with the Technical Support Specialist role, and I'm excited about the opportunity to contribute to a company that values growth and innovation.