Senior Customer Support Specialist

  • Full-time

Job Description

 

Intrepid by VitalSource LLC is hiring for a Sr. Customer Support Specialist  

We are seeking an individual for the position of Senior Customer Support Specialist to help implement, administer, and support Intrepid by VitalSource products for internal and external client accounts. 

The Senior Customer Support Specialist will provide Tier 2 support utilizing strong customer service skills and ideally have a background in technology, development, testing or support. This person will interact collaboratively with clients and multiple high-energy development groups who design and develop technology applications based on various client needs. This position can be remote but may eventually be part-time in-office if the candidate lives in the greater Raleigh N.C, Nashville TN, or Seattle WA area. The position will report to the Quality Assurance Manager. 

Want to help explore and build new ways to deliver content to learners? 

Intrepid by VitalSource is a collaborative learning platform that empowers organizations to solve high-stakes business challenges through engaging and applied learning at scale. Intrepid’s approach helps individuals learn and improve, and organizations transform and grow. Learn more about Intrepid at intrepidlearning.com

Required Qualifications: 

  • Bachelor’s degree or equivalent experience required
  • 3 years’ previous customer service and/or call center experience required

Preferred Skills: 

  • Reliable and internally driven team-player. 

  • Ability to maintain full time work schedule during normal company operating hours (with possible time-zone accommodations) 

  • Highly supportive of the business and of its ideals and strategies. 

  • Interested in results and team objectives over personal preferences. 

  • Effective at driving short-term actions that are consistent with long-term goals. 

  • Previous customer service and/or call center experience  

Key Responsibilities: 

  • Help Desk/Application support 
    • Investigate and bring to timely resolution all Help Desk issues 
    • Provide guidance to end-users for Tier 2 help desk issues via primarily a help desk ticketing system, but also email, chat and phone. 
  • Implementation and Integration support  
    • Recommend and document policies on system use and services including best practices 
  • QA/Testing 
    • Analyzes project requirements and develop test plans, test cases and other testing documentation. 
  • This list is not exhaustive 

Additional Information

Perks/Benefits

  • A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
    • 15 vacation days & 12 sick days accrued annually and 3 personal days
    • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
    • Wellness program with access to local fitness centers for one low price
  • An opportunity to be part of a collaborative, open work space, where your contributions truly make a difference.
  • Located in the heart of downtown Raleigh with great grub options and an YMCA in the building to work it off (employer paid subsidy offered for YMCA).
  • Employer paid parking/commuter subsidy coupled with pre-tax commuter benefits for associates.
  • Casual Dress Code
  • Flexible Work Schedules (by team)
  • Free Snacks/Drinks/Coffee
  • Encouraged continued education with our tuition reimbursement program

    VitalSource Technologies LLC, part of Ingram Content Group LLC, has a 20-plus-year history of powering digital learning globally. Last year, over 15 million learners from 241 countries and territories used VitalSource’s Bookshelf, Intrepid, and Acrobatiq platforms. Learn more about how VitalSource serves education, corporate, and membership organizations at get.vitalsource.com

    Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

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