What are the responsibilities and job description for the CE Tech Support Specialist position at Houghton Mifflin Harcourt?
Job Requisition ID: 18075
Additional Locations: Hiring manage might consider other cities in Florida or elsewhere.
Job Title: CE Tech Support Specialist
Location: Remote
Fully remote/Homebased Position – May be performed from any State in the US.
Who We Are:
HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.
What you’ll do:
Technical Support Specialists provide Tier 2 level support to HMH global customers utilizing our education technology products. Reasons for contact range from answering basic functionality questions to complex set-up, onboarding, and error resolution. Support channels include phone, email, and chat. This individual independently resolves technical problems but may require guidance and direction from other experienced support personnel. Connecting to our mission is important - you will have the opportunity to make a difference every day for students and teachers around the world!
Job Responsibilities:
- Answering customer questions through online chat, email, and phone
- Solving user account issues for all online products
- Answering customer questions regarding access to and use of various online resources/products
- Conducting web searches
- Trouble shooting software and customer issues as they arise
- Validating user problems on various operating systems through testing
- When possible, develop solutions/workarounds for customer problems
- Proactively identify potential problems with products and recommend fixes/revisions that should be undertaken
What you’ll need: (Required to perform this role)
- Strong Customer Service skills
- Minimum of 1 year in a support desk position
- Strong Written and Verbal Communication skills
- Ability to communicate effectively about technical issues with both non-technical and highly technical customers and colleagues (e.g., IT staff and data analysts). You will translate technical information for the non-technical individuals.
- Patience with technically challenged individuals
- Ability to quickly learn Internet based applications
- A good understanding of how computer hardware, networks, programing logic, and databases work
- Familiarity with a range of operating systems including Windows, Mac OS X, Chromebooks, and iOS
- Proficiency with MS Outlook, MS Word, and Excel
- High level of comfort navigating the Internet and conducting detailed searches for specific information
- Strong analytical and problem-solving skills
- Ability to multi-task
- Attention to detail
Nice to Have (Preferred, but not necessary)
- Strong technical writing skills
- Advanced Microsoft Excel skills (formulas for data lookup, etc.)
How We Work (Competencies)
- Instills Trust
- Values Differences
- Nimble Learning
- Cultivates Innovation
- Connects With Courage
- Action Oriented
Physical Requirements
- Might be in a stationary position for a considerable time (sitting and/or standing).
- Must be able to collaborate with colleagues via conference calls and online meetings.
Benefits and Salary Range
- Salary Range: $44,000 to $47,000. Our salary ranges are based on national averages. We have wide ranges so we can be flexible and determine compensation based on a number of factors including the candidate’s skills, experience, education and location.
- Benefits: See Career Page - Careers at Houghton Mifflin Harcourt Publishing Company (hmhco.com)
ABOUT US:
HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators, and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries.
For more information, visit http://careers.hmhco.com
PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.
Nearest Major Market: Orlando
Job Segment: Curriculum, Education, Publishing
Salary : $44,000 - $47,000
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