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Posted today

Technical Support I

Pay

Salary (undisclosed)

Location

Chennai, India

Remote

Apply by

6 Nov

9 days left

Skills this role screens for

IT service desk supportProblem solvingSQLProfessional communicationIssue escalation

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About the role

Blackboard is hiring for the role of Technical Support I!

The work

Responsibilities of the Candidate

  • Providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.
  • Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2
  • Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base
  • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers
  • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

Who they want

Requirements

  • Any relevant experience in an enterprise-level technical support environment
  • Solid problem-solving skills
  • Ability to work independently
  • Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
  • Familiarity with front end debugging tools (inspector, console, network tool)
  • Familiarity with web technologies such as SaaS, SSO, or APT
  • Some familiarity with relational databases and the ability to read and write basic SQL queries
  • Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
  • Ability to work in a distributed team environment
  • Ability to prioritize and multitask daily work with frequent interruptions
  • Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
  • Fluency in written and spoken English

Where this listing comes from

From a public listing board (Unstop).

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