What are the responsibilities and job description for the Software Support Specialists position at Leepfrog Technologies, Inc.?
Leepfrog Technologies, Inc.
provides its CourseLeaf software to more than 450 of the nation's most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, and student course search requirements.
The Software Support Specialist is primarily responsible for maintaining a channel of communication addressing all requests submitted by CourseLeaf clients.
The successful applicant will achieve Support Team objectives by efficiently managing client communication, assign and follow through with client requests and efficiently troubleshoot software issues.
The Software Support Specialist will provide feedback and recommendations in seeking solutions to issues while maintaining the highest client satisfaction.
Duties Maintain an in-depth working knowledge of Leepfrog software and how it can be configured, customized and implemented to meet client requirements.
Develop deep understanding of client needs for their catalog and curriculum requirements.
Collect and interpret requests into individual Support tasks through our internal ticketing system; creating and updating tasks.
Maintain (alongside the Support Team) the main CourseLeaf Support email account and all client communication in a timely, organized and informed fashion.
Maintain effective customer service relationship with clients.
Identify and prioritize issues to determine next steps and if client requests should be queued or immediately addressed / escalated.
Coordinate documentation as requested; provide and / or arrange for client training.
Coordinate troubleshooting and the resolution of technical problems.
Report weekly to the Support Team with the overall status of a client's level of satisfaction to allow internal prioritization of tasks.
Identify and correct rudimentary configuration problems and development issues resulting from a quickly evolving standard.
This includes easily identifiable software issues and code irregularities.
Support the rolling-out of new catalog editions for existing clients, and publish updates as requested.
Closing duties as determined.
Perform other related duties as assigned.
Hours Monday through Friday, 8-hour shifts varying between the hours of 7 : 00 am - 7 : 00 pm.
