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Technical Support Specialist in Atlanta, GA at Franklin Covey Careers

Date Posted: 9/24/2020

Job Snapshot

Job Description


Title: Advanced Technical Support Associate
Reports to: Director, Customer Care Team

Location: Remote

Job Summary

This role will provide a high level of customer service and technical support to our clients. You are responsible for working with clients to help them diagnose and resolve technical challenges in conjunction with our team and our IT and Platform groups. You will also partner with other client-facing teams in the company to provide world-class customer service. This position will help our team continually innovate to meet client needs which contributes directly to our goal to have “customers for life.”


Essential Job Functions
o Provide a high level of technical support for a variety of online systems, including All Access Pass, LiveClicks, Microsoft Teams, Zoom, Jhana, 4DXOS, etc.
o Teach others to use and support our technical systems o Triage and escalate support tickets as needed, taking responsibility for owning a problem to the end o Liaise between our client’s technical teams and client application users
o Demonstrate problem solving, troubleshooting and critical thinking skills
o Support international licensee partners with technical inquiries that exceed first tier of support
o Improve our team and company processes

Job Requirements

Requirements

This role is the first line of contact for many clients; strong written and verbal communication skills, professional phone demeanor, and the ability to type 60 WPM are critical. You must have a positive customer service mindset and willingness to take responsibility and see tasks to closure. You should be familiar with common technical support problems, especially concerning internet-based programs, and be willing to expand your knowledge. You must be adept at approaching practical problems and creating consensus in complex situations. You should have a strong working knowledge of web-based conferencing platforms such as Microsoft Teams, Zoom, WebEx, GoToMeeting, etc. with the ability to pick up new systems quickly. You should also be proficient in Microsoft Office Suite. Experience working in a customer-facing ticketing system is preferred. We are looking for motivated team players with strong work ethic and the ability to work in a fast paced environment. A minimum of 2 years of customer service/tech support experience plus a college degree is required.

Company Information

FranklinCovey is a global company specializing in performance improvement. We help organizations achieve results that require a change in human behavior. Our expertise is in seven areas: Leadership, Execution, Productivity, Trust, Sales Performance, Customer Loyalty, and Education. Our mission statement is “We enable greatness in people and organizations everywhere”.  We fulfill this mission by hiring “Achievers with Heart”. 

Visit our website at www.franklincovey.com for more information regarding our organization.

 

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. 

For more information please see our Equal Employment Opportunity is the Law poster by following the link provided. 

Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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We are an Equal Opportunity Employer/Veterans/Disabled

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Please click here for additional information regarding our Equal Employment Opportunity policies.

Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Pay Transparency Nondiscrimination Provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.