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Job Title:

Technical Support Lead

Job Post ID:

21537

Posted Until:

10/27/2021

Salary:

DOE

Location:

Tinley Park

Hours:

1st Shift

WorkType:

Full Time

Industry

Other

Job Description:

Goodheart-Willcox Publisher, Experts in Career and Technical Education (CTE), is seeking a Technical Support Lead for our Customer Service department. This individual is responsible for building and representing the customer technical support function at Goodheart-Willcox. They will be responsible for the interaction and communication with customers and internal stakeholders. The Technical Support Lead will bring a strong background in customer service and technical support that will aid in delivering a seamless experience for users. The ideal candidate will be process-oriented, tech savvy, and customer focused.

What you’ll do:
• Serve as front line lead for all technical support inquiries coming from customers.
• Support the Customer Service team for any technical questions that come into that team.
• Train the Customer Service team to handle technical questions.
• Identify common customer issues and work with customer service to address.
• Work with customer service manager to build knowledge with CS agents.
• Troubleshoot and resolve issues related to systems requirements of G-W digital solutions including LMS, operating systems, browsers, plug-ins and internet connectivity.
• Document customer interactions accurately in a ticketing system.
• Create customer facing knowledge articles to allow self-help for instructors, school districts, IT administrators and students.
• Identify and understand root cause problems and communicate with product, digital media, technology teams and other stakeholders.
• Support the Digital Media team in implementation assignments as necessary.
• Serve as the technology expert for large customer adoptions.

Job Requirements:

What you’ll bring:
• High school degree required.
• Bachelor or Associate Degree in sales, technology, or business preferred.
• Minimum of five years of technical support/technology experience.
• Experience working with educational technology (LMS, SIS, eBooks, Digital Homework Platforms)
• Working knowledge of an ERP and CRM system.
• Strong knowledge of PC-based Microsoft Office required, including proficiency in Microsoft Word, Excel, and Outlook programs.
• Proficient in the use of web-based presentation tools, i.e., GoToMeeting
• Excellent interpersonal skills and the ability to work successfully with a variety of people.

Benefits:

Medical, Dental, Vision, Disability, 401(k), ESOP

Company Information

What it’s like to work here:

At Goodheart-Willcox Publisher, you will be working in a professional environment, supported by a passionate and energetic team that is invested in your growth and success. This is your chance to join an established employee-owned company that has been publishing for the Career and Technical Education field since 1921. Driven by the mission “We Build Careers,” you will help educators implement and access our premier instructional materials, which helps students find and keep great careers, all while growing your own. Goodheart-Willcox has spent nearly a century building a culture that we are proud of. Our team members embody these core values:
· Roll up your sleeves
· Do the right thing
· Can-do attitude
· Always improving

Goodheart-Willcox Publisher provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, ancestry and marital status, and other protected classes, in accordance with applicable federal and state laws.

In addition, Goodheart-Willcox Publisher complies with applicable state and local laws governing nondiscrimination of employment. This policy applies to all terms and conditions of employment, including, but not limited to hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

Other Information: