Client Support Specialist (Technical)
JOB SUMMARY: Terra Dotta is seeking a motivated candidate to join our outstanding support team. Our ideal candidate is a great troubleshooter, an effective communicator, and a fast learner. You will work with our customers, most of whom are university staff, to help them navigate a robust set of features and troubleshoot issues so they can administer their programs.
Working hours will be 8:00am – 5:00pm EST Monday through Friday. Occasional work may be required outside of operational hours.
JOB RESPONSIBILITIES:
- Communicate in a professional manner with clients through case management system, email, Zoom, chat and telephone
- Troubleshoot problems by:
- Consulting documentation, knowledgebase and past cases
- Reproducing issues in live or sandbox environments
- Extracting errors from the web browser and searching for solutions
- Providing details and reproduction steps to developers
- Work with the development team to plan, test, and release new versions of the software
- Proactively contribute to Terra Dotta’s knowledgebase by creating and updating documentation
- Perform additional tasks as assigned by management
DESIRED SKILLS:
- Customer Service - Consistently meeting customer’s spoken and unspoken needs
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems
- Problem Solving - Identifying problems and reviewing related information to develop and
evaluate options and implement solutions
- Troubleshooting - Using effective methods to narrow down and verify causes of problems
and identify information needed to create solutions
- Instructional Skills - Tailoring technical instruction to match the expertise of your audience
- Computer Skills - Having a basic understanding of how websites and email work. Comfort with collecting, manipulating and sharing data; ability to identify relevant information in error messages and perform online research to understand what is wrong
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Writing - Communicating effectively and clearly in writing, using correct grammar and spelling, providing the right amount of information
- Organization and Time Management - Ability to juggle incoming tasks from multiple sources and use a variety of organizational methods to ensure tasks are completed on time
DESIRED EXPERIENCE:
- Experience working in international education
- Experience using Terra Dotta software
REQUIRED SKILLS:
- Excellent verbal and written communication skills including active listening.
- Service-oriented and able to resolve customer grievances.
- Proficient computer skills with the ability to learn new software.
- Knowledge of, or ability to learn the area of customer service specialization.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent; college degree preferred.
- 2+ years customer service experience required.
PHYSICAL REQUIREMENTS:
- While performing the duties of this job, the employee is frequently required to stand, sit and talk or hear with prolonged periods working on a computer.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, and accommodations are available for qualified individuals with disabilities throughout the application process. Call 877-368-8277 x181 to speak with Human Resources for assistance.
Terra Dotta, LLC is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, marital status, ancestry or any other characteristics protected by federal, state or local laws.