Weekend Software Support Specialist

Position Title: Weekend Support Specialist

Location: Iowa City, Iowa

Reports to: Software Support Supervisor

Status: Part-Time, Non-Exempt, Hourly

Shifts: SUBJECT TO CHANGE - Saturday 1pm-7pm & Sunday 1pm-7pm

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 Weekend Support Specialist is the administrator and primary communication specialist for the support team. They manage the Book of Business (BOB) for the team, ensure that all clients receive timely communication on tasks, assist with tracking and communicating the status of tickets to clients, and triage and assign tasks. Weekend Support Specialists are also responsible for responding to incoming calls, chats, and messages for the Support department.

General Duties and Responsibilities:

• Deliver excellent customer service and build positive relationships with clients, ensuring their satisfaction with and successful use of CourseLeaf software.
• Maintain a general understanding of CourseLeaf modules, how they work, and how clients use them.
• Quickly triage and process all incoming tickets, following established procedures to categorize and assign tickets to appropriate members of the Support department.
• Monitor tickets and provide timely updates to clients about ticket statuses.
• Independently use discretion and judgment to identify high priority and urgent tickets, communicating urgent issues quickly and accurately to necessary parties.
• Welcome new users to the Leepfrog user community and engage with user community activity, answer phones, and respond to help chat in a timely manner.
• Maintain a comprehensive knowledge of help articles and resources and, where possible, answer client questions by directing them to relevant resources.
• Resolve all tickets that can be completed quickly without troubleshooting or additional investigation (one-and-done tasks).
• Additional responsibilities as needed to support evolving department and company needs.
• Provide occasional weekend and holiday coverage as needed.

Skills Required

• Organization and Time Management – As responsibility grows, our team members will need to meet internal and external deadlines, prioritizing requests to meet customer expectations.
• Driven by Customer Success – Listening intently, you understand client requests and translate them into options, develop plans, and deliver outcomes.
• Oral and Written Communication – Delivering clear, concise, and timely communication across a wide range of internal and external audiences, with tact and diplomacy.
• Tech Savvy – Knowledge of web browsers, file editors, and general troubleshooting steps to identify and resolve technical issues. Tier 2 and Tier 3 team members will benefit from a high-level understanding of web-based application architecture and previous experience with JavaScript, HTML, CSS, SQL, or Web CMS Systems.
• Task Management – Our teams track and document issues and interactions within ticket/task/project management tools. Initiative must be taken to prioritize and resolve issues.
• Problem Solver – Our products and the customers using them exist within an ever-changing environment. Being able to analyze situations and react appropriately can improve problem resolution and ticket routing.
• Team Player – We work best when we work together. Software Support Specialists need to work as a team both within Support as well as with other internal departments. Consistent and respectful internal communication is mission critical to our organizational success.

Physical Requirements

The Weekend Support Specialist must be able to sit or stand for extended periods while working at a desk and use a computer proficiently. This includes the ability to communicate virtually, view screens for long durations, and operate standard office equipment to perform job-related tasks efficiently.