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Job details

Sr. Coordinator, Customer Solutions

At Promethean...

We're on a mission to transform the way people learn and collaborate around the world. For over 25 years, we've been empowering educators, innovators, and business leaders with our award-winning interactive displays and software solutions that transform learning and workspaces into connected, creative environments.

Our company is rooted in our values, igniting a culture that fosters collaboration and innovation, as well as promoting an inclusive environment. As a global leader in edtech, we are also passionate about four key areas where we can make a difference: growing access to technology for underserved communities, encouraging our employees to take an active role in improving our world, promoting diversity and inclusion, and reducing our carbon footprint. Discover more about our corporate social responsibility initiatives.

As a member of #TeamPromethean, you'll have the opportunity to change lives with technology and directly impact education and the workplace for countless people every day. If you're passionate about education, collaboration, and making a positive global impact, we want to hear from you. Join us on our mission to transform the world, one student, one teacher, and one community at a time.

The Sr. Global Customer Solutions Specialist is a technical product expert on how all Promethean products function and provide 3rd and 4th level technical support to customers, Promethean Support team members and colleagues across the business. They work closely with the Product and development team in identifying issues with products that have been reported in the field and raise detailed reproduction steps to development teams for the issue to be resolved. They are also responsible for assisting in scoping, designing and implementing changes to systems and procedures that will allow agents and customers self-serve.

Job Duties and Responsibilities:

Be a product expert / go to person for all Promethean products for the customer support team
Resolve complex technical customer issues by email, telephone, public and internal forum platforms
Providing 3rd and 4th level technical support to end customers using a methodical and analytical approach
Create and maintain system flowcharts for agents to use and solve known customer issues as directed
Make changes as directed to internal systems to improve agent self service
Assist in scoping, designing, and implementing robust self-service tools for agents and customers
Providing remote desktop support to customers
Identify common issues reported to Customer Solutions and assist in creating content / system changes to allow agents / customers to resolve themselves in the future
Have an in-depth knowledge of networking and be able analyze a customer network if a Promethean product is not functioning correctly in that environment
Attend triage meetings with Product Management and Development as requested by the Escalations Manager and be the voice of the customer for issues that have been raised from the field
Ensure customers are informed or a clear resolution path to their issue
Investigate changes to systems to improve the agent experience as directed by the Escalations Manager
Create detailed replication steps of an issue that can then be used by development to resolve bugs

Job Skills and Qualifications:

3+ years of experience providing 1st and 2nd level technical support in an I.T environment
I.T Related degree desired
Excellent knowledge of Windows, macOS, ChromeOS, Android and mobile OS’ and the ability to troubleshoot issues on those platforms
Excellent written and oral communication skills
Customer centric
Technical understanding of networks, how they work and how applications and devices are configured to work on them (Cisco certified preferred)
Working knowledge of Sales Force, Jira, Cognos and TeamViewer
This is a hybrid role - must be able to travel to the Alpharetta office 2 times a week

Base Range: $52,300 - $60,000 + Bonus Eligible

Promethean provides a comprehensive and competitive benefits package that offers the flexibility and security to thrive both inside and outside of work.

Our benefits include:

Medical, Dental, and Vision Insurance
Spending Accounts (FSA and HSA)
Disability Programs
401(k) Retirement Plan with Matching
Generous PTO and Holidays
Parental Leave Programs with Child Care Subsidy
Paid Volunteer Time Off
Well-Being Programs (For example, company-wide health challenges)
And more!

Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information.

For information regarding personal information we collect and our use of such data please see our privacy policy: https://bit.ly/2I83hwP

Please contact recruiting@prometheanworld.com if you have an accessibility request at any point during the hiring process.

#Promethean #EdTechJobs

Promethean World Glassdoor Company Review

3.9

Promethean World DE&I Review

No rating

CEO of Promethean World

Vin Riera

Approve of CEO

By Promethean World

Promethean is a global education company that improves learning productivity by developing, integrating, and implementing innovative 21st-century learning environments that help make everyone more engaged, empowered, and successful. Promethean’s g...

5 jobs

INDUSTRY

Computer Hardware Development

TEAM SIZE

201-500

LOCATION

Hybrid, based in Seattle, WA

DATE POSTED

August 6, 2023