Title: Advanced Technical Support Associate
Reports to: Team Lead, Tier 2 Technical Support
Location: Remote – Anywhere in the US
Job Summary
This role will provide our clients with a high level of customer service and technical support. You are responsible for working with clients to diagnose and resolve technical challenges in conjunction with our team, IT, and Product groups. You will also partner with other client-facing teams to provide world-class customer service. This position will help our team continually innovate to meet client needs, contributing directly to our goal of having “customers for life.”
Essential Job Functions
- Provide high-level technical support for various digital platforms, including All Access Pass Portal, Impact Platform, Microsoft Teams, Zoom, Jhana, 4DXOS, etc.
- Configure Single Sign-On (SSO) for clients, including carrying out client testing calls with professionalism
- Deliver technical integration assets to clients who incorporate our content on their internal sites
- Address complex technical issues with creative solutions using superior critical thinking skills
- Support our first-tier technical support team and teach others to use and support our technical systems
- Triage and escalate support tickets as needed, owning each facet until the problem is resolved
- Liaise between our clients’ technical teams and client application users
- Improve the team’s processes by assisting with documentation and organizing and sending digital files
- Support international licensee partners with technical inquiries that exceed the first tier of support
- Contribute to the team by sharing ideas on improving processing and collaborating with a positive attitude
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 through to resolution. We are looking for a self-starter – a motivated team player with a strong work ethic and the ability to work in a fast-paced environment. 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 solid working knowledge of web-based conferencing platforms such as Microsoft Teams, Zoom, WebEx, GoToMeeting, etc., and can pick up new systems quickly. You should also be proficient in Microsoft Office Suite. Experience working in a customer-facing ticketing system is preferred. A minimum of 2 years of customer service/tech support experience plus a college degree is required. Direct FranklinCovey experience preferred.
For location-specific wage information, please visit:
California - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/ESNlZ8BpYMdGhJm7GuUG_XQB5ShwZ5JWGI19Eok2_dvSyw?e=eBbFR7
Colorado - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/ESNlZ8BpYMdGhJm7GuUG_XQB5ShwZ5JWGI19Eok2_dvSyw?e=6iMuxm
New York - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/ESNlZ8BpYMdGhJm7GuUG_XQB5ShwZ5JWGI19Eok2_dvSyw?e=xP7kMy
Washington - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/ESNlZ8BpYMdGhJm7GuUG_XQB5ShwZ5JWGI19Eok2_dvSyw?e=NyHK2B
Company Information
Franklin Covey Co. (NYSE: FC) is a global, public company, specializing in organizational performance improvement. We help organizations achieve results that require lasting changes in human behavior. Our world-class solutions enable greatness in individuals, teams and organizations and are accessible through the FranklinCovey All Access Pass® available in multiple modalities and in 21 languages. Clients have included the Fortune 100, Fortune 500, thousands of small- and mid-sized businesses, numerous government entities, and educational institutions. FranklinCovey executes over 15,000 client engagements each year reaching into 160 countries and territories. 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 franklincovey.com for more information regarding our organization.
Please visit franklincoveybenefits.com for benefits information.
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 additional information regarding our Equal Employment Opportunity policies, please visit sites.google.com/franklincovey.com/equal-employment-opportunity/home
For our Reasonable Accommodation Notice and Pay Transparency Nondiscrimination Provision, please visit sites.google.com/franklincovey.com/equal-employment-opportunity/adaraptnp
For our Privacy Policy, please visit https://www.franklincovey.com/privacy
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