Responsibilities of the Candidate:

Providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.
Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2
Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base
Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers
Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

Requirements:

Any relevant experience in an enterprise-level technical support environment
Solid problem-solving skills
Ability to work independently
Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
Familiarity with front end debugging tools (inspector, console, network tool)
Familiarity with web technologies such as SaaS, SSO, or APT
Some familiarity with relational databases and the ability to read and write basic SQL queries
Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
Ability to work in a distributed team environment
Ability to prioritize and multitask daily work with frequent interruptions
Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
Fluency in written and spoken English