Job description

Job description

KnowledgeCity is an industry leading E-Learning company that specializes in learning solutions which maximize skill development. Our up-to-date content and innovative tools and services are constantly evolving with the changing needs of the industry and feedback from the clients we serve.

This position is responsible for providing level 2 customer support for clients and internal employees. The person in this position will be required to troubleshoot and resolve product related inquiries in a timely manner. The person in this role must be detail-oriented, organized, and possess strong technical knowledge and excellent customer service skills.

Responsibilities:

• Resolve technical inquiries for clients by working with level 1 customer support team
• Provide operation and troubleshooting support for clients and employees
• Analyze and report issues to development team and ensure they are prioritized and resolved accordingly
• Provide updates to requesters about their inquiries until they are resolved
• Create and update accounts for new and existing clients

Qualifications:

• Strong understanding of web technologies and structure
• Strong communication skills
• The ability to learn how to interact with and utilize advanced software
• The ability to maintain, update, and organize files and documents on a personal computer and cloud services for work purposes
• Ability to learn new technical processes and services with ease and retain new information quickly
• Ability to work with various software with ease (Zendesk, Jira, Bitbucket, Slack, Outlook, Word, Google Suite, etc.)
• Previous knowledge and experience with database structure (SQL or MySQL, phpMyAdmin, queries, tables, updating information in a database, etc.)
• A basic working knowledge of web servers and/or networking is ideal
• Previous experience in a help desk or technical troubleshooting position with a focus on customer service
• Excellent technical troubleshooting and problem-solving skills
• Extreme attention to detail
• Have the drive to continuously learn and grow with the company
• Degree or equivalent experience in software, web development and/or tech related field

KnowledgeCity is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KnowledgeCity makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote

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