Overnight Technical Support Specialist (Tier-2)

Position Title: Overnight Technical Support Specialist (Tier-2)

Location: Iowa City, IA (On-Site)
Reports to: Software Support Supervisor
Status: Full-Time, Non-Exempt, Hourly

Overview

Leepfrog Technologies is an education technology company headquartered in the Iowa City-Cedar Rapids region in eastern Iowa. We have a team of over 150 professionals who are passionate about higher education and student success.

Leepfrog’s primary product is CourseLeaf, an academic operations platform that supports curriculum, catalog, scheduling, registration, and syllabi management. Over 500 colleges and universities and 5.5 million students are using CourseLeaf to thrive.

The Overnight Technical Support Specialist (Tier-2) is primarily responsible for maintaining a channel of communication by addressing requests submitted by CourseLeaf clients. This position is designed to support our international clients and requires work to take place during nights and/or weekends. The Overnight Technical Support Specialist (Tier-2) will efficiently manage client communication, assign and follow through with client requests and efficiently troubleshoot software and hardware issues.

Duties

• Develop an understanding of client needs for catalogs and curriculum requirements.
• Maintain expertise in Leepfrog software, including configuration, customization, and implementation to meet client needs.
• Deliver outstanding customer service by identifying, troubleshooting, and prioritizing client issues, escalating when necessary.
• Manage support tasks by answering calls, processing requests through the ticketing system, and responding to support emails promptly.
• Identify and resolve basic software and configuration issues while supporting catalog updates and publishing requests.
• Assist with after-hours system and network administration, including troubleshooting, hardware configuration, and reporting.

Skills Required

• Excellent oral and written communication: clear, concise and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy.
• Strong client orientation: ability to understand client requests and translate them into configuration and customization options/plans.
• Planning: an ability to think ahead, prioritize, and plan. Take initiative.
• Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations.
• Teamwork: a demonstrated ability to work with a team and maintain internal communication.
• Time Management: the ability to organize and manage multiple priorities.
• Knowledge of web browsers and general troubleshooting to identify browser specific issues.
• Although not required, light JavaScript/HTML/SQL/CSS knowledge, a plus.

Qualifications

Some college preferred; or two years related experience; or equivalent combination of education and experience. Customer support experience strongly preferred. A high level of Internet literacy required with strong knowledge of web systems, tools and applications. The ideal candidate must be able to operate independently on third shift.

Leepfrog Technologies, Inc. is an equal opportunity employer. All applicants will receive consideration for employment free from discrimination on the basis of race, color, religion, gender, age, sexual orientation, national origin, marital status, veteran status, genetic makeup, gender identity, disability, or other protected characteristics by local, state, or federal law.