Tech Support Specialist

We’re lifelong learners, creative thinkers, technology enthusiasts, and innovators who are redefining the way world languages are learned and taught. We support teachers in Higher Education and K-12 schools across the country. We are looking for an experienced and driven Technical Support Specialist to join our tight-knit team at our corporate office in Boston, MA. Our ideal candidate is an effective communicator who looks for creative solutions, is continually learning, develops best-in-class solutions to tier 1 and 2 challenges, and loves to support customers on a variety of systems / technologies. This position will work with Quality Assurance (QA), Product Management, Engineering, Sales, and Content teams to diagnose and implement solutions.

Principal Duties & Responsibilities:

  • Manage issue resolution and technical implementations with customers through all channels of communication (email, phone, and chat)
  • Coordinate customer issue triage, escalation, and resolution with members of the Product Management, Engineering, Sales and Content teams
  • Assist with maintenance of the ZenDesk ticketing system, technical knowledge base, and customer support center
  • Coach and mentor agents, as well as collaboratively maintain and update training documents and collateral
  • Collaborate with management to contribute to directed feedback, coaching, and re-education training plans as well as to formulate and implement SOP improvements as needed
  • Contribute to team efforts and projects by accomplishing other related duties as required

Qualifications & Requirements:

  • Associates degree or support technician certification required
  • 3 - 5 years of experience working in Technical Support required (researching, reproducing, and resolving technical issues and escalations)
  • Works effectively both independently and in geographically dispersed teams with minimal supervision to troubleshoot and resolve issues, including escalations, with an ultimate goal of customer satisfaction
  • Strong knowledge of ZenDesk or OneTrust ticketing systems, JIRA, all major Internet browsers, multiple operating systems, MS Office, and call center technologies (e.g. Talkdesk) required
  • Experience with LMS (Canvas, Blackboard, Desire-2-Learn Brightspace), video editing software (e.g. Camtasia), Dropbox, Datadog, asset management databases, and Student Information Systems (e.g. ClassLink, ItsLearning, etc.) preferred
  • Successfully self-manages, balances multiple simultaneous priorities, and meets deadlines in a fast-paced environment
  • Learns and implements new product information and uses knowledge to train others
  • Drive and willingness to provide strong, timely, and reliable support to customers with a sense of accountability towards goals and projects
  • Excellent interpersonal, active listening, and communication (verbal and written) skills in English required; bilingual talents a strong plus
  • Flexible working hours to support all North American time zones
  • Willingness to travel up to 10%
  • Position will be based in our Boston, MA office (currently closed but will work in-office when reopened)

About Vista Higher Learning:

We are world-travelers, educators, editors, linguists, and technology enthusiasts. We’re explorers, innovators, thinkers, life-long learners, and creators. We’re a team of intellectually curious, seriously passionate, culturally-minded individuals who are dedicated to building highly engaging and authentic print and digital language products that foster an appreciation for world languages and cultures in and out of the classroom. If you share that passion for being the best, we want to talk! Our ideal candidate looks for creative solutions, is continually learning, and loves to develop best-in-class solutions to complex technical challenges.

Why Join Us?

We at Vista Higher Learning are proud to say that we’re not just another publisher. We’re the leading specialized language publisher for U.S. and Canadian higher education and secondary school markets whose first-hand knowledge of languages and diverse cultures sets us apart from others in our space. We’re passionate about developing educational materials that incorporate authenticity and culture. We bring a fresh new approach to teaching languages by integrating technology, design, content, and pedagogy to make learning easier, more practical, and more rewarding. With current programs in Spanish, French, Italian and German Vista Higher Learning is committed to helping people communicate across languages and cultures.

Our benefits package includes life/health/dental/vision insurance, 401(k), educational assistance, PTO and paid holidays

Are You Interested in This Position?

Vista Higher Learning is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sexual orientation, gender identity, national origin, physical or mental disability, and/or protected veteran status or other characteristics protected by applicable law.